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I'm having trouble withdrawing my earnings. My withdrawal request has been pending for over 15 days. Fifteen days ago, they told me the cryptocurrency payment system was undergoing an update and they didn't know when it would be completed, only that it would be soon. Fifteen days have passed and they keep telling me the same thing.

Tongo problemas para retirar mis ganancias, más de 15 días que que aparece en espera mi solicitud de retiro, hace 15 días llegan diciéndome que el sistema de pago de criptomonedas está teniendo una actualización y no saben cuándon se completara y solo me dicen que dentro de poco, han pasado 15 días y siguen diciéndome lo mismo

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Are there any other payment methods in your account available for withdrawals that you could use?
• Which payment methods have you used so far to deposit money into your casino account?
• Have you passed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I have made successful withdrawals before,

Since my deposit was in USDT, the only withdrawal method is USDT.

I have only deposited USDT

If you completed the KYC

Ya he echo retiros exitosos anteriormente,

Cómo mi deposito fue por usdt la única forma de retiro es usdt

Solo e depósitado por usdt

Si complete el KYC

Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Also, kindly specify what games you played. Thank you for your cooperation.

I already sent you the chats, and I only bet on slot machines.

Ya te envié los chats, y solo aposté en tragamonedas

Hello juan123321,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Okay, fine. I sent another message via email, this one was from today. It's the same old thing: I'll be receiving my earnings soon. I've been waiting for a month now.

Ok está bien, le envié otro chat más por correo, este fue de hoy, lo mismo de siempre que dentro de poco voy a recibir mis ganancias, ya llevo un mes esperando

Dear juan123321;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear juan123321,

Thank you for your patience, and I’m sorry to hear that you are still waiting for your withdrawal.

I understand that the situation has been ongoing for quite some time, especially with the repeated explanation regarding the cryptocurrency system update. I will do my best to review this case further and see how we can assist you.

To better understand the current status, I would like to ask you a couple of additional questions:

Could you please confirm the exact date when your latest withdrawal request was submitted?

Have you received any specific update from the casino regarding whether your withdrawal has already been approved, or is it still shown as pending in your account?

These details will help me assess whether the delay is purely technical or if there might be another issue involved.

In the meantime, if you have received any new communication from the casino since your last message, please feel free to share it here or forward it to my email at karla.m@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Karla

February 26, 2026 was the withdrawal request

It remains pending.

26 de febrero de 2026 fue la solicitud de retiro

Sigue como pendiente

Dear juan123321,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Samko, samuel.s@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear juan123321,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from mitobet Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear mitobet Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear juan123321,

thank you for your update.

I have tried to contact the casino repeatedly, but unfortunately there has been no response within the given timeframe. At this stage, there is not much more that can be achieved without cooperation from the casino side.

For this reason, I will be marking this complaint as "unresolved" in our system.

I understand this is not the outcome you were hoping for. However, please note that unresolved complaints may negatively affect the casino’s rating and can sometimes encourage them to re-engage and resolve the issue later on. If the casino decides to respond in the future, we will reopen this complaint and you will be notified by email.

As a next step, I recommend submitting your complaint directly to the casino’s licensing authority, which in this case is the Anjouan Gaming Authority. You can submit a complaint via the license validator link available at the bottom of the casino’s website.

You can also use the official complaint channels provided by the regulator:

• Third-party complaint policy: https://anjouangaming.com/regulatory-framework/third-party-complaint-policy/
• Contact page: https://anjouangaming.com/contact/

The regulator has additional authority and tools to review disputes independently and may be able to assist further.

If you need help with submitting the complaint or if you receive a response and are unsure how to proceed, feel free to contact me at samuel.s@casino.guru.

I’m sorry I could not be of more help on this occasion.

Best regards,

Samuel

Casino Guru