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Good morning. I won 1500 euros at this casino. I requested withdrawals on 29/04, 30/04, 1/05, each for an amount of 500 euros. On 06/05 they processed the withdrawal requested on 1/05. The other 2 are still pending.

I played by depositing money, so no bonus.

I have already completed KYC verification on this casino and have successfully withdrawn in the past.

The support responds with pre-set sentences, that there are too many customers, who work in different time zones, even if I don't understand how this can affect my withdrawal. On the site it is clearly written 5 working days. Because if we make a mistake there are immediate repercussions and instead they can take it easy every single time. I demand the timely processing of what is owed to me.

Buongiorno. Ho vinto 1500 euro a questo casino. Ho richiesto dei prelievi il 29/04, 30/04, 1/05, ognuno per un importo di 500 euro. Il 06/05 hanno elaborato il prelievo richiesto il 1/05. Gli altri 2 sono ancora in sospeso.

Ho giocato versando dei soldi, quindi no bonus.

Ho già completato la verifica KYC su questo casino ed ho prelevato con successo in passato.

L'assistenza risponde con frasi preimpostate, che sono troppi clienti, che lavorano in vari fusi orari, anche se non capisco come questo può influire sul mio prelievo. Sul sito c'è scritto chiaramente 5 giorni lavorativi. Perché se sbagliamo noi ci sono subito delle ripercussioni e invece loro se la possono prendere comoda ogni santa volta. Pretendo l'elaborazione tempestiva di quanto a me dovuto.

Dear Andreika_iasi,

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


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.

Dear Andreika_iasi,

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.

Hi Dominika. No, nothing, the 2 withdrawals are still pending unfortunately

Ciao Dominika. No, niente, i 2 prelievi risultano ancora in sospeso purtroppo

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

Could you please let us know how many withdrawals you currently have pending in your account?

If possible, please provide a screenshot of your withdrawal history showing the pending requests.

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.

Dear Andreika_iasi,

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.

Sorry Dominika. I confirm that I received everything due. Thank you very much. However, this mess also paid me after 3 weeks of waiting. Penalty points should be given anyway since they do not respect the agreements

Scusami Dominika. Ti confermo di aver ricevuto tutto il dovuto. Grazie mille. Comunque anche questo casino mi ha pagato dopo 3 settimane di attesa. Bisognerebbe dare dei punti penalità comunque visto che non rispettano i patti

Dear Andreika_iasi,

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,

Dominika

Casino.Guru