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Good day,

My withdrawals have not been processed since June 28, 2025. After several emails and live chat conversations, I keep getting fobbed off – they tell me it's just taking longer.

I think casinos like this should be banned. A deposit is processed within seconds, but when it comes to a withdrawal, you're kept waiting – it's a disgrace!

Guten Tag,

seit dem 28.06.2025 werden meine Auszahlungen nicht bearbeitet. Nach mehreren E-Mails und Gesprächen im Live-Chat werde ich immer wieder nur vertröstet – man sagt mir, es dauere einfach länger.

Ich finde, solche Casinos sollten verboten werden. Eine Einzahlung funktioniert innerhalb von Sekunden, aber bei einer Auszahlung wird man hingehalten – das ist eine Frechheit!

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.

"Hello, I still haven't received the money. I haven't even received a response. I'm starting to think this is a scam. Have you contacted this casino?"

"Guten Tag, ich habe das Geld immer noch nicht erhalten. Es wird nicht einmal beantwortet. Langsam denke ich, dass es sich um eine Betrugsmasche handelt. Haben Sie Kontakt mit diesem Casino aufgenommen?"

Good day, were you able to achieve anything?

Guten Tag, konnten Sie etwas erreichen?

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

Have you made any successful withdrawals before?

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 [email protected], 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.

Good day,

I've already sent you an email, but I'd like to point out that there hasn't been any visible response yet. Unfortunately, I have the impression that my complaint hasn't had any effect so far.

Can you please tell me if anything can be done about this matter?

Thank you in advance.

Best regards

Guten Tag,

ich habe Ihnen bereits eine E-Mail geschickt, möchte aber anmerken, dass bisher keine sichtbare Reaktion erfolgt ist. Leider habe ich den Eindruck, dass meine Beschwerde bisher nichts bewirkt hat.

Können Sie mir bitte mitteilen, ob in dieser Angelegenheit überhaupt etwas unternommen werden kann?

Vielen Dank im Voraus.

Liebe Grüße

Dear player, have you received the money? If no, could you please confirm whether you still have any pending withdrawals in your casino account? If so, it would be very helpful if you could share a screenshot showing the pending withdrawals.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru