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Hello, I requested a withdrawal of €500 on 02/08 and I still haven't received the funds. On the page, it shows that it's still "under review." When contacting the casino via online chat or email, it always gives the same automatic response: "Your withdrawal is now in the final phase."

The Casino website states that withdrawals take no more than 3 days to complete, which, as you can see, has already passed.

Hola buenas, he solicitado una retiradade 500€ el 02/08 y todavia aun no he recibido los fondos, en la pagina se ve wue todavia esta "bajo revision" y al contactar con el casino por chat online o correro es siemore la misma respuestas automatica... "Su retirada ya esta en la fase final"

La pagina de lo Casino pone que las retiradas tardan no mas que 3 dias para realizarse, poazo ese que como se ve ya se pasó.

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

They still haven't entered my funds and the last 3 messages I sent to support haven't been answered either.

Siguen todavia sin ingresar mis findos y las 3 ultimas mensajes que les envie al suporte tampouco lad han contestado

Hello, the payment is still delayed, and now they are sending me automatic messages stating that they have a large volume of withdrawals to process and that mine is still in queue. Remember that the 3-day period they are asking for (which is longer than the vast majority of platforms) has already passed, it has been delayed for more than a week.

Buenas, todavia sigue en retraso el pago, y aprnas me envian mensajes automáticas de que estan con mucho volumen de retiros por procesar y que el mio sigue en cola, acordar que el plazo que piden de 3 dias ( que ya es mas que la gran mayoría de plataformas) ya se pasaron, ya lleva mas de una semana en retraso

I still haven't received the funds, nothing more than automatic messages indicating that it is already in the final stage and that in a few hours I would receive the funds, but more than 3 days have passed since those messages and still nothing.

Todavia sigo sim recibir los fondos, nada mas que mensajes automáticos indicando que ya está en la etapa final y que en algunas horas recibiria los fondos pero ya se pasaron mas de 3 dias de esas dichas mensajes y todavia nada

Via email, the response is always the same... that it is a priority, that the deposit is secure and that the deposit will be received in no time, but it seems that they take a long time for you to cancel the withdrawal and start all over again.

Via correo eletronico la respuesta es siempre la misma... que esta en prioridad, que el depósito esta seguro y que en nada ya estaria el ingreso, pero parece que tardan a puestas para que canceles la retirada y empiece todo otra vez

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