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I am writing with deep concern regarding a withdrawal request I made on April 10, 2025 for the amount of €4,000. According to your stated processing times, the money should have been transferred to my bank account within 3 to 5 business days. However, it has now been over two weeks and I have not yet received the money.

I have contacted customer service daily, and each time I am told that the case has been forwarded to the responsible department, and to "please wait". I am extremely worried at this point and am beginning to fear that I may have been scammed, especially given the silence and lack of resolution after so many attempts to follow up.

Jag skriver med djup oro angående en begäran om uttag som jag gjorde den 10 april 2025 på ett belopp av 4 000 €. Enligt dina angivna handläggningstider ska pengarna ha överförts till mitt bankkonto inom 3 till 5 arbetsdagar. Men nu har det gått över två veckor och jag har ännu inte fått pengarna.

 Jag har kontaktat kundtjänst dagligen, och varje gång får jag veta att ärendet har skickats vidare till ansvarig avdelning, och att "snälla vänta". Jag är extremt orolig vid det här laget och börjar frukta att jag kan ha blivit lurad, särskilt med tanke på tystnaden och bristen på upplösning efter så många försök att följa upp.

Dear Amin90,

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


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.

It has been two weeks and I still haven’t received my money. Every time I contact you, I’m told to wait for a response from the service provider. I kindly request that urgent action be taken regarding this matter, as the delay is unjustified and I haven’t received any clear updates so far. I’m also starting to feel extremely concerned—it’s beginning to feel like a scam. I honestly don’t understand why the payment is still being delayed for this long.

Dear Amin90,

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.

Nothing has happened so far. As usual, when I contact customer service, they tell me they are waiting for a response from the service provider. I've been hearing the same thing since April 10th. I even contacted the bank to ask if there had been any external transfer made for me, but they confirmed that no such transfer has been received.

Thank you Amin90 for all the information provided. I will now forward your complaint to my colleague Martin (martin.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Amin90,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

I contacted him, and he promised to resolve the issue as soon as possible — and he kept his word. However, the bank I deal with refused to receive the funds, citing certain European Union regulations. He assured me that he will continue his efforts until the money is transferred to my account at the other bank .

Dear Amin90,

thank you for letting us know. Please keep us updated on any new developments.

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.

I hope to get my money next week.

The problem has been solved and you have received my money.🙂

Dear Amin90,

We're glad to hear that your issue has been dealt with. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru