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Hello. I requested a withdrawal on September 27, but the funds are still being processed. The operators say sorry and please wait.

Здравствуйте.Запросил вывод средств 27.09 но до сих пор средства стоят в обработке.Операторы говорят извините и ждите

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 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.

Hello. I still haven't received anything and I doubt I will in the remaining time. They aren't asking for any documents, saying verification isn't necessary. The operators say they're sorry for the delay and to wait. They say the delay is due to a large number of requests. I understand when there might be a delay, but not for a week. That's not a given, but I think I'll be waiting a very long time. Therefore, I ask you to take action.

Здравствуйте.Я так ничего не получил и сомневаюсь что в течение оставшегося времени получу.Они не какие документы не требуют говорят ненужна вертификация.Операторы говорят извините за задержку и ждите.А иза чего задержка говорят иза большого количества запросов.Я понимаю когда задержка но не на неделю Ито это не факт думаю буду ждать очень долго.Поэтому прошу принять меры.

Dear serz89,

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 haven't received anything.

Здравствуйте.я не чего не получил.

Hello. I cancelled my withdrawal and lost. But I think waiting 15 days for a withdrawal is unacceptable.

Здравствуйте.я отменил вывод средств и проиграл.но я считаю что 15 дней ждать вывода не приемлимо

Dear player, I’m truly sorry the situation turned out this way, and I understand how disappointing it must feel.

However, since the withdrawal was cancelled and lost during gameplay, there is unfortunately nothing more we can assist with regarding this particular case. Once the balance is played, we no longer have the possibility to intervene or recover the funds.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.