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I made a withdrawal on 01/12/2025 and it still hasn't arrived today 01/26/2026

I have not played with any bonus, I was not asked for any verification and I have already made withdrawals previously which have arrived, I tried to contact support but they reply that they will contact the department but they do not resolve anything. I attach a screenshot of the transaction.

Io ho effettuato un prelievo il 12/01/2025 e non mi è ancora arrivato oggi 26/01/2026

non ho giocata con nessun bonus non mi è stata richiesta nessuna verifica e ho effetuato già dei prelievi in precedenza che sono arrivati, ho provato a contattare l’assistenza ma mi rispondono che sollecitano il dipartimento ma non risolvono niente vi allego uno screen della transazione.

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Dear Fra2233,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Did you use the same withdrawal method in the past?
• Do I understand correctly that your account hasn't been verified yet?

We will do our best to resolve this issue promptly. Thank you for your reply.

Best regards,

Petra

Last withdrawal made on 01/13/2026

arrived on 01/21/2026

yes I used the same payment method

yes it hasn't happened yet and they haven't asked me for any verification

Effettuato l’ultimo prelievo il 13/01/2026

arrivato il 21/01/2026

si ho utilizzato lo stesso metodo di pagamento

si non è ancora verificato e non mi hanno richiesto nessuna verifica

Thank you for your reply and for providing the previous details, Fra2233.

• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Could you please share any verification proof with us?

Additionally, please provide any further communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

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

Dear Fra2233,

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,

Petra