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Hello,

I have made a withdrawal on 23.7-24.7.2026 and tried to withdraw 500e but the withdrawal is still being reviewed. I have talked to several different people in the chat and everyone has the same answer every time but the matter is not progressing anywhere. The account and information check is fine, the first operator said that I will receive the payment at the beginning of the week but the withdrawal request is still in the same state. I have intentionally withdrawn 2500e without problems so that evening I withdrew 500e and from then on 500e per day and the money came to the account in a couple of days.

So they promised to contact the finance team, etc., but the whole thing seems to be just lying to the customer.

And so I didn't play with bonus money at all, but with real money.

I won a good 800€, of which I withdrew 500€, and I still have 200€ left on the game, which I can't withdraw now that the previous withdrawal is in processing mode.

Hei,

Olen tehnyt kotiutuksen 23.7-24.7.2026 ja yrittänyt nostaa 500e mutta nosto on edelleen tarkistuksessa. Olen chatissa jutellut usean eri ihmisen kanssa ja jokaisella sama vastaus joka kerta mutta asia ei etene mihinkään. Tilin ja tietojen tarkistus on kunnossa, ensimmäinen operattoori sanoi että saan maksun alkuviikosta mutta edelleen aivan samassa tilassa tuo nosto pyyntö. Olen aikemmin kotiuttanut 2500e ilman ongelmia niin että illalla nostin 500e ja siitä eteen päin 500e per päivä ja rahat tuli tilille parissa päivässä.

on siis luvattu ottaa taloustiimiin yhteyttä yms mutta taitaa olla vaan asiakkaalle valehtelua koko touhu.

Ja en siis pelannut bonus rahalla ollenkaan vaan ihan oikealla rahalla.

Voitin reilu 800e josta nostin 500e ja pelitillä on vielä 200e jota en nyt pysty nostamaan kun tuo aikaisempi nosto on käsittely tilassa.

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Dear Mats8,

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

Hello,

Thanks for the reply.

I'll wait until Friday and if the withdrawal is still being processed, I'll get back to you.

And if things progress before then, I'll report here.

Hei,

Kiitos vastauksesta.

Odotan vielä perjantaihin ja jos nosto on edelleen käsittelyssä niin palaan aiheeseen.

Ja jos nyt ennen sitä asia etenee niin ilmoitan tähän.

Dear Mats8,

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.

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

Dear Mats8,

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,

Jean