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Dear all,

I would like to stress that all my withdrawal requests have been processed within 48 hours, in accordance with the platform's usual policy and the bank transfer method, which has not changed.

The email I received with an "individual schedule" for payments on different dates is not acceptable, since the withdrawals were requested regularly and should all be processed this week, respecting the normal deadline.

I am therefore waiting for the payment of €1,500 to be made today (07/11) and for the remaining payments of €1,000 and €500 to be completed tomorrow (08/11), in accordance with the 48-hour processing period.

Otherwise, I will be forced to file a new complaint with the competent authorities (such as SRIJ and the Complaint Portal), attaching all the proofs and communications.

I would appreciate immediate confirmation that the above deadlines have been met.

Prezados,

Venho por este meio reforçar que todos os meus pedidos de saque encontram-se dentro do prazo de 48 horas, conforme política habitual da plataforma e método de transferência bancária que não sofreu qualquer alteração.

O e-mail que recebi com um "cronograma individual" para pagamentos em diferentes datas não é aceitável, uma vez que os levantamentos foram solicitados de forma regular e todos deveriam ser processados ainda esta semana, respeitando o prazo normal.

Assim, aguardo que o pagamento de 1500 € seja efetuado ainda hoje (07/11) e que os restantes de 1000 € e 500 € sejam concluídos amanhã (08/11), conforme o previsto nas 48h de processamento.

Caso contrário, verei-me obrigada a formalizar nova reclamação junto das entidades competentes (como a SRIJ e o Portal da Queixa), anexando todos os comprovativos e comunicações.

Agradeço confirmação imediata do cumprimento dos prazos acima mencionados.

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.

Dear AnaF82,

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 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

Dear AnaF82,

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 AnaF82,

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,
Attila
Casino.Guru