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My withdrawals are not being processed. I have been in contact frequently both via chat and email and always get the same automated responses that there are delays. The minimum withdrawal limit is €500. I currently have three withdrawals of €500 waiting.

Kotiutuksiani ei käsitellä. Olen ollut usein yhteydessä sekä chatissä että sähköpostilla ja aina tulee samat automaattiset vastaukset että on viiveitä. Minimi nostoraja on 500€. Tällä hetkellä minulla on odottamassa kolme viidensadan euron kotiutusta.

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.

My withdrawal request has been in processing for nine business days. Customer service always gives the same answers. They say my account does not need to be verified at this time.

Nostopyyntöni on ollut käsittelyssä yhdeksän arkipäivää. Asiakaspalvelusta aina samat vastaukset. Heidän mukaan tiliäni ei tarvitse tällä hetkellä varmistaa.

One withdrawal of €500 paid today.

Tänään maksettu yksi 500€ kotiutus.

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.

I have received one withdrawal of five hundred euros. They have a withdrawal limit of 500€/day. All my other withdrawals are still being processed.

Olen saanut yhden viiden sadan euron kotiutuksen. Heillä on nostoraja 500€/vrk. Kaikki muut kotiutukseni ovat edelleen käsittelyssä.

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

Could you please let us know how long it took to receive your successful withdrawal after you requested it?

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 withdrawals? 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.

I made my first withdrawal on August 29th and it was paid yesterday. I haven't played with bonus money. According to customer service, I don't need to confirm and it can't be done in advance. I'll send the conversations I had with customer service to an email.

Olen tehnyt 29.8. ensimmäisen kotiutuksen ja se maksettiin eilen. En ole pelannut bonurahoilla. Asiakaspalvelun mukaan minun ei tarvitse tehdä vahvistusta eikä sitä voi tehdä etukäteen. Lähetän asiakaspalvelun kanssa käydyt keskustelut sähköpostiin.

Dear player, could you please confirm how much you have received so far in total, how many withdrawals are still pending and from which dates, and how much money is still left in your account or needs to be withdrawn?

Yesterday three withdrawals were paid. There are currently two pending. Withdrawal requests were made on 16.9. and 17.9. So I have received a total of 2000€ and 5000€ is still to be received. I have been in contact with the casino every day. I think that otherwise my money would not even be paid.

Eilen maksettiin kolme kotiutusta. Vireillä on tällä hetkellä kaksi. Kotiutuspyynnöt laitettu 16.9. ja 17.9. Olen saanut siis yhteensä 2000€ ja 5000€ on vielä saamatta. Olen ollut päivittäin yhteydessä casinon. Luulen että muuten rahojani ei edes maksettaisi.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite RoboCat Casino representative to join this conversation.

Dear RoboCat Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear heha88,

We can confirm that, as you mentioned, four of your withdrawal requests have already been completed successfully.

At present, three more requests are in progress. These are being handled with priority by our payments team, and we will update you as soon as they are finalized.

Thank you for your patience and cooperation during this process.

Best Regards,

Robocat Casino Team

Dear player,

Please notify me, when you start receiving withdrawals.

Thank you.

I have received three withdrawals today, September 23. So I have received half of the money to date.

Olen tänään 23.9. vastaanottanut kolme kotiutusta. Olen siis tähän päivään mennessä saanut puolet rahoista.

I haven't received any withdrawals since September 23rd.

En ole saanut nostoja taas 23.9. jälkeen yhtäkään.

Dear RoboCat Casino,

Could you please specify, when the player can expect to receive remaining withdrawals?

Thank you.

Dear heha88,

We would like to let you know that we processed three of your pending withdrawal requests yesterday.

Currently, only the new requests from yesterday and today are in the queue for processing, and we are working to complete them as soon as possible.

Thank you for your patience.

Best Regards,

Robocat Casino Team

Dear player,

Could you please specify, how much you received by now, and how much is still left to withdraw?

I have one more withdrawal request pending. Then I will have received all my withdrawals once it has been paid.

Minulla on enää yksi nostopyyntö käsittelyssä. Sitten olen saanut kaikki kotiutukseni kun se on maksettu.

Dear heha88,

We are pleased to inform you that your most recent withdrawal request has been processed today.

Please note that depending on your bank, it may take a few additional business days for the funds to appear in your account.

We sincerely appreciate your patience and cooperation throughout this process.

Kind regards,

Robocat Casino Team

My money has all been withdrawn so this discussion can be closed.

Rahani ovat kaikki kotiutettu niin tämän keskustelun saa sulkea.

Dear heha88,

We're glad to hear that your issue has been resolved. 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, please 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,

Mirka Dubasova

Casino.Guru