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Hello,

I've been chasing my 300 euros since August 22, 2025, and they said it would take 3 days to process, and after three days it would take 5 days, and then the processing would take longer and would supposedly be almost complete, and I keep hearing the same thing.

I deposited money and received a bonus, which I converted into real money (300), and made a withdrawal on August 22, 2025. But nothing has happened.

Could you please help me??

Hallo,

Ich renne meine 300 euro seitdem 22.08.2025 hinter her und die meinten die Bearbeitung dauert 3 tage und nach drei tage 5 tage und dann die Bearbeitung dauert länger und wäre fast abgeschlossen angeblich ich bekomme immer das gleiche zu hören.

Ich habe geld eingezahlt gehabt und ein Bonus bekommen und in echtes geld umgewandelt in 300 und habe eine Auszahlung am 22.08.2025 getätigt. Aber es passiert nichts.

Könntet ihr mir bitte helfen??

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, thanks for the quick reply I asked this casino if I should do a verification they said no I don't need to

Hallo, danke für die schnelle Antwort ich habe dieses Casino gefragt ob ich eine Verifizierung machen soll die haben gesagt nein brauch ich nicht

I meant September 22, 2025

Ich meinte den 22.09.2025

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika