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Good morning,

On 15/09/2025, I made my first withdrawal of €500.

On 16/09/2025, I made my second withdrawal, also for €500.

On 17/09/2025, I made my third withdrawal, also for €500.

To date, none of these withdrawals have been processed and the corresponding amount has not yet been credited to my account. Several days have passed since the requests and I have received no justification or specific deadline for resolving the situation.

I have contacted support several times via the online chat, but the answers are always identical, automatic and generic, without providing any real clarification on the status of my withdrawals. The experience is frustrating, as it feels like I'm only interacting with a bot, with no access to a human agent who can actually analyze and solve the problem.

Given that I have complied with all the conditions set by the casino, I find this situation unacceptable. I request that my withdrawals, totaling €1,500, be processed immediately and that I be provided with a clear explanation of the delay that has occurred.

bom dia,

No dia 15/09/2025, efetuei o meu primeiro levantamento no valor de 500€.

No dia 16/09/2025, realizei o segundo levantamento, também no valor de 500€.

No dia 17/09/2025, efetuei o terceiro levantamento, igualmente de 500€.

Até ao momento, nenhum destes levantamentos foi processado e o valor correspondente ainda não foi creditado na minha conta. Já passaram vários dias desde os pedidos e não recebi qualquer justificativa ou prazo concreto para a resolução da situação.

Entrei diversas vezes em contacto com o suporte através do chat online, mas as respostas são sempre idênticas, automáticas e genéricas, sem apresentar qualquer esclarecimento real sobre o estado dos meus levantamentos. A experiência é frustrante, pois parece que estou a interagir apenas com um bot, sem acesso a um agente humano que possa efetivamente analisar e resolver o problema.

Dado que cumpri com todas as condições estabelecidas pelo casino, considero esta situação inaceitável. Solicito que os meus levantamentos, no total de 1.500€, sejam processados imediatamente e que me seja fornecida uma explicação clara sobre o atraso ocorrido.

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.

But I'd already waited 14 days for the old withdrawal, only they've never paid me since those 14 days passed. So I canceled the withdrawal and ordered again!

Mas já tinha esperado 14 dias no antigo levantamento, só que eles nunca me pagaram desde que se passou esses 14 dias,. Então eu cancelei o levantamento e pedi outra vez!

Dear Diogo10,

Following a review of your account in relation to your concerns, we would want to confirm that all of your withdrawal request was cancelled from your end and the amount was correctly utilized.

Additionally, at this moment, we do not observe any pending withdrawals or an active balance associated with your account. 

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards, 

FunBet team.

Dear Diogo10,

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 Diogo10,

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.

They don't pay! I had 1500€ and it was canceled and I don't have the money in my account!

Não pagam! Eu tinha 1500€ e os mesmo foram cancelado e não tenho o dinheiro na minha conta!

Dear player, please remember that players are responsible for the funds in their casino account until the withdrawal is completed. If you're not aware of having spent the funds, I recommend requesting your game history from the casino in Excel format. This will allow us to check if the money was used during gameplay or if there is another explanation. Once you have this, we can take a closer look.

Dear Diogo10,

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