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Hi, I requested a withdrawal via bank transfer, then the casino sent me an email saying that I have to make a deposit transfer to associate it with the account. The withdrawal can still be cancelled. Now I received an email saying that the casino is closing and transferring my account to Star Yes.

Salve ho richiesto il prelievo con bonifico bancario poi il casinò mi ha mandato e-mail dicendo che devo fare un bonifico di deposito per associarlo al conto il prelievo è ancora annullabile ora mi è arrivata una e-mail dicendo che il casinò chiude e passa il mio conto a star yes

Dear Mondolax,

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

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Now the casino has changed its name and I still have the pending withdrawal here, account verified from Saturday and they continue to stall

Ora il casinò ha cambiato nome e ho qua ancora il prelievo in sospeso account verificato da sabato e continuano a prendere tempo

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

Dear Mondolax,

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,

Attila