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I made a withdrawal about a month ago and after 6 days it was processed successfully.

I then made another one on 06.19 and to this day I still see no trace of it. Writing in chat I got the same answers as the other complaints from other users.

can you help me please?

Ho effettuato un prelievo circa un mese fa e dopo 6 giorni è stato elaborato correttamente.

successivamente ne ho effettuato un altro il 19.06 ed ad oggi ancora non ne vedo traccia. Scrivendo in chat ho avuto le stesse risposte degli altri reclami degli altri utenti.

potete aiutarmi per favore?

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.

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.

Greetings,

no unfortunately the withdrawal is still pending.

please help me 🙏

Salve,

no purtroppo il prelievo è ancora in sospeso.

vi prego aiutatemi 🙏

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

So when I asked if I needed to verify my account they told me that it wasn't necessary at the moment.

I won the money without having accumulated bonuses, only with real money.

I'll send you the screenshot via email

Allora quando ho chiesto se dovevo verificare il mio account mi hanno detto che per il momento non era necessario.

i soldi li ho vinti senza aver accumulato bonus, solo con soldi reali.

le mando lo screen via mail

is the email I sent ok?

va bene la mail che ho inviato?

Dear player, have you received the money?

No unfortunately it is still waiting

No purtroppo è ancora in attesa

Thank you very much, player, for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello THEVAIS,

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 would like to invite the Rabona Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which THEVAIS can expect his withdrawal to be processed?

Dear THEVAIS,

We would like to inform you that currently there are no pending withdrawal requests on your account.

Unfortunately, your previous withdrawal attempts were unsuccessful due to issues on the side of the payment provider.

To avoid further delays, we kindly suggest using an alternative withdrawal method, such as bank transfer.

We sincerely apologize for the inconvenience caused and appreciate your patience.

Kind regards,

Rabona Team

Dear Rabona Casino representative,

thank you for clearing up the issue.

Dear THEVAIS,

are you able to request the withdrawal by a different payment method?

Good evening,

The money arrived to me using the same method, they try to be clever to provide an explanation.

Thank you so much for your help CASINO GURU.

yes mind you without you I wouldn't have seen the money

Buonasera,

i soldi mi sono arrivati con lo stesso metodo, provano a fare i furbi per dare una giustificazione.

grazie mille del vostro aiuto CASINÒ GURU.

si cura mente senza di voi non avrei visto i soldi

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear THEVAIS,

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,

Martin