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Hello, I've been waiting for my verification and payout for 7 days. After I tried to withdraw my winnings, I was asked to verify myself again, whereupon I immediately uploaded all the requested information. Then I received a push notification and an email thanking me for submitting the documents, noting that it could take up to 48 hours for the documents to be verified. I also requested a change of address via the official contact form, as I moved some time ago.

So far, I've been told every day that my verification is still being processed, even though it's been seven days! Therefore, I can't withdraw any winnings, and I have a strong feeling that the casino wants to withhold my winnings and simply won't verify me.

The support team just tells me that they can't contact the department directly, and even when I sent them an email, they just kept me waiting.

Best regards

Hallo, seit 7 Tagen warte ich auf meine Verifizierung und Auszahlung. Nachdem ich mein Gewinn auszahlen lassen wollte, wurde ich aufgefordert mich erneut zu verifizieren, woraufhin ich umgehend alle angeforderten Daten hochgeladen habe. Dann bekam ich eine Push Nachricht und eine E-Mail, wo sich bedankt wurde, dass ich die Ubterlagen eingereicht habe und es bis zu 48 Stunden dauern kann bis die Dokumente verifiziert sind. Zusätzlich habe ich eine Anschriftsänderung über das offizielle Kontaktformular beantragt, da ich umgezogen bin vor einiger Zeit.

Bis jetzt werde ist täglich damit vertröstet, dass meine Verifizierung noch in Beabeitung ist, obwohl dies nun 7 Tage her ist! Daher kann ich natürlich auch keine Gewinne auszahlen und ich habe das starke Gefühl, dass das Casino meine Gewinne zurückhalten möchte und mich einfach nicht verifiziert.

Der Support sagt mir nur, dass Sie keinen direkten Kontakt mit der Abteilung aufnehmen kann und auch auf meine Anfrage per Mail wurde ich wieder nur hingehalten.

Viele Grüße

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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 player,

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