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Dear Support Team,

I am contacting you to express my dissatisfaction regarding the delay in processing my withdrawal requests.

Specifically, I have submitted the following requests:

Request on 30/04/2026 for the amount of [insert amount, e.g. €500]

Request on 01/05/2026 for the amount of [insert amount, e.g. €500]

Although my available account balance (€2,500) fully covers the requests and I adhere to the €500 limit per transaction, the requests remain in "Pending" status for a period of time that exceeds your terms of use.

Please inform me immediately:

Why haven't the withdrawals progressed?

Αξιότιμη ομάδα υποστήριξης,

Επικοινωνώ μαζί σας για να εκφράσω τη δυσαρέσκειά μου σχετικά με την καθυστέρηση στην επεξεργασία των αιτημάτων ανάληψής μου.

Συγκεκριμένα, έχω υποβάλει τα εξής αιτήματα:

Αίτημα στις 30/04/2026 ποσού [βάλε το ποσό, π.χ. 500€]

Αίτημα στις 01/05/2026 ποσού [βάλε το ποσό, π.χ. 500€]

Παρόλο που το διαθέσιμο υπόλοιπο του λογαριασμού μου (2.500€) καλύπτει πλήρως τα αιτήματα και τηρώ το όριο των 500€ ανά συναλλαγή, τα αιτήματα παραμένουν σε κατάσταση «Εκκρεμότητα» (Pending) για χρονικό διάστημα που υπερβαίνει τους προβλεπόμενους όρους χρήσης σας.

Παρακαλώ όπως με ενημερώσετε άμεσα:

Για ποιο λόγο δεν έχουν προχωρήσει οι αναλήψεις

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.

Dear alexis1985,

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

Dear alexis1985,

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.

No 🙂‍↔️ unfortunately no update!!!! the last time I spoke they just told me not to worry but my withdrawals never happened, I'm so sorry for their behavior,...... So many have passed, I'm desperate!!

Όχι 🙂‍↔️ καμία δυστυχώς ενημέρωση!!!! την τελευταία φορά που μίλησα απλά μου έλεγαν να μην ανησυχώ αλλά ποτέ οι ανάληψεις μου δεν έγιναν, λυπάμαι πάρα πολύ για την συμπεριφορά τους,...... Έχουν περάσει τόσες πολλές μέ έχει πιάσει απελπισία!!

When can we expect news and updates?

Πότε περιμένουμε νέα και ενημέρωση?

Good morning, I haven't had any information about what will happen, I'm starting to worry?!

Καλημέρα δεν έχω κάποια ενημέρωση τι θα γίνει έχω αρχίσει και ανησυχώ?!

Dear alexis1985, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Good morning, I just received the first withdrawal money, I will leave the complaint open until the last amount of the withdrawals I will request in the future is paid.

Καλημέρα μόλις έλαβα τα πρώτα χρήματα των αναλήψεων,θα αφήσω ανοιχτή την καταγγελία μέχρι να καταβληθεί και το τελευταίο πόσο από τις αναλήψεις που θα αιτηθεω στο μέλλον

Dear alexis1985,

Thank you for the update.

Could you please confirm how much money you have received so far?

Also, please let us know what amount still remains pending and whether you have any currently active withdrawal requests.

Thank you in advance for your clarification.

Karla

I have received €1,500 and I still have 3 withdrawals here and they have been in review for 5 days.

Έχω λάβει 1,500 € και έχω ακόμη 3 αναλήψεις εδώ και εδώ και 5 μέρες που εξετάζονται

I have received 1500 and am expecting 3 withdrawals since I received the first money

Έχω λάβει 1500 και αναμένω 3 αναλήψεις από τότε που έλαβα τα πρώτα χρήματα

Dear alexis1985,

Thank you for the update.

Since your initial withdrawals have now been paid, we will close this complaint for the time being.

If any future withdrawal requests become delayed again beyond our standard recommended waiting period of 14 days, you can request to reopen this complaint at any time, and we will be happy to review the situation again.

In the meantime, if you would like to share your experience with other players, you can also leave a review on Trustpilot here: https://www.trustpilot.com/evaluate/casino.guru

Thank you for your cooperation, and I am glad to hear that the payments have been processed.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru