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Hello. I have the same problem as many others here. After three withdrawal requests of €700 each on three consecutive days, all of them are suddenly rejected. In live chat, they tell me a document is missing... I submitted it, everything was confirmed, and it's now verified, and I can withdraw at any time.

So I submitted three more applications. Rejected again after three days. In the chat, I was asked for a selfie with my ID. I submitted it, everything was confirmed, and so on, just like before.

There have been two withdrawals before, but they were paid by credit card, and this time by direct debit.

Now I wait again.

Hallo. Habe das Problem wie viele andere hier auch. Nach 3 Auszahlungsanträge je 700€ an 3 Tagen hintereinander werden auf einmal alle abgelehnt. Im Live-Chat sagt man mir das ein Dokument fehlt... wurde eingereicht, alles bestätigt das es jetzt verifiziert ist und ich jederzeit abheben kann.

Also wieder 3 Anträge gestellt. Nach 3 Tage wieder abgelehnt. Im Chat wurde Selfie mit Ausweis verlangt. Eingereicht, alles bestätigt usw. wie zuvor auch.

Es gab schon mal zuvor 2 Auszahlungen, da wurde aber mit Kreditkarte eingezahlt, jetzt per Bankeinzug.

Jetzt warte ich erneut.

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

I know that withdrawals take some time... if they're approved, that is. However, my requests are constantly being rejected, even though support confirmed that everything was correctly verified. They still don't release the payments.

I have now won over €7,000, all with direct debit payments, without bonuses etc.

I've submitted over 10 different documents and photos, which keep being requested, but I still haven't received any payment.

Ich weiß das die Auszahlungen etwas dauern... sofern sie denn mal genehmigt sind. Jedoch werden meine Anfragen ständig abgelehnt, obwohl man mir beim Support bestätigt hat das alles korrekt verifiziert ist. Trotzdem gibt man die Zahlungen nicht frei.

Mittlerweile sind es über 7000 € die auch gewonnen habe, alles mit Einzahlung über Bankeinzug, ohne Boni etc.

Ich habe über 10 verschiedene Dokumente und Fotos eingereicht die immer wieder neu gefordert werden. Es wird trotzdem nicht ausgezahlt.

Dear Puma1180,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Puma1180,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru