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I have made a withdrawal of 470 euros on April 1, 2025. The withdrawal is still being processed. So nothing has happened. The account has not been asked to be trained. I asked in chat and by email. They always say that there is congestion and so on. I sent an email to their other email address today. So what is the place if you are not satisfied with the answers. The withdrawal takes too long.

Olen laittanut kotiutuksen 470 euroa 1.4.2025. Kotiutus on koko ajan käsittelyssä. Ei siis ole tapahtunut mitään. Tiliä ei ole pyydetty valmentamaan. Chätissä kysellyt ja sähköpostissa. Puhuvat aina että on ruuhkaa ja ynnä muuta. Laitoin vielä tänään sähköpostia heidän toiseen email osoitteeseen. Mikä on siis paikka jos ei ole tyytyväinen vastauksiin. Mitta kestää kyllä kotiutus liian pitkään.

Dear Paicuc70,

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,

Dominika

Hi

So it's been 11 days now. The money is sitting in the account waiting for verification. No KYC training has been requested either. They always say it will take some time.

Moi

On mennyt siis jo 11 päivää. Rahat seisoo tilillä ja odottaa tarkastusta. Ei ole myös pyydetty KYC- valmennusta. Aina vaan sanotaan että kestää vielä jonkin aikaa.

Hi

It's been 14 days now. The withdrawal is stuck. Every time I ask in the chat... a new person contacts the money department. The answer is that they will handle the matter quickly or they don't know why the money hasn't gone. Could you help and contact the casino, if they could tell me what the reason is that the money hasn't gone to the account. I have filed a complaint twice to the complaint address they provided. There is no email response from where. I don't know if it really goes anywhere. Would it be worth contacting the licensee or what would be best.

Moi

Nyt on 14 päivää mennyt. Kotiutus seisoo paikallaan. Aina kun kysyn chatistä...niin uusi ihminen ottaa yhteyttä raha osastolle. Vastaus on että hoitavat asian pikaisesti tai eivät tiedä miksi raha ei ole lähtenyt. Voisitteko auttaa ja ottaa vaikka yhteyttä kasinoon, jos vaikka kertoisivat mikä on syy Ettei lähde raha tilille. Olen laittanut kaksi kertaa valituksen heidän antamaan valitus osoitteeseen. Mistä ei tule sähköposti vastausta. En tiedä meneekö oikeasti minnekkään. Kannattaisiko ottaa yhteyttä lisenssin antajan vai mikä olisi parasta.

Dear Paicuc70, have you made any successful withdrawals before?

Have you contacted support to inquire if any verification is needed?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hi

This would be the first withdrawal. No confirmation is needed, I asked in the chat. It would be visible on my own pages. The win was made without a bonus. In total, I have been in the chat with at least six people. They ask about the payment and the answer is that there is currently a delay. Same in the email. Every time we apologize and try to process the payment as quickly as possible

Moi

Tämä olisi ensimmäinen kotiutus. Vahvistusta ei tarvitse, kysyin chatistä. Se näkyisi omilla sivuilla. Voitto on tehty ilman bonusta. Kaikkiaan olen ollut chätissä ainakin kuuden kanssa. Kysyvät maksatuksesta ja vastaus on että on tällä hetkellä viivettä. Sama sähköpostissa. Joka kerta pahoitellaan ja pyritään hoitamaan maksu mahdollisimman nopeasti

Well then

Now the withdrawal had been cancelled.

No nii

Nyt oli sitten kotiutus peruttu.

I made a bank account withdrawal...

Laitoin pankkitili noston...

Dear Paicuc70, do I understand correctly that you have now requested a new withdrawal via bank transfer?

If so, could you please let me know the exact date when you made this new request and what the current status of this withdrawal is in your casino account (e.g., pending, approved, canceled)?

Hi

I put the money in withdrawal again on 16.4 and now I put it in via bank transfer. The status is pending. So you canceled my withdrawal before that. They couldn't exactly say why. So I put the bank account number there..... They apologized and said that the money will come. The money has been in withdrawal since 1.4. Let's see what happens to the bank account withdrawal. T. Tarmo

Moi

Laitoin 16.4 rahan uudestaan nostoon ja laitoin nyt pankki siirrolla . Tila on vireillä. Peruutti at siis nostoni ennen sitä. Eivät tarkkaan osanneet sanoa syytä. Laitoin nyt siis pankki tilinumeron sinne..... Pahoittelivat ja sanoivat että raha tulee kyllä. Raha on ollut nyt nostossa 1.4 lähtien. Katsotaan mitä käy pankki tili nostolle. T. Tarmo

Dear Paicuc70, do you have any updates regarding the withdrawal request?

Now

I contacted the chat today. I told them that a month has passed. I asked them to send a message to the payment department, that the matter is public and visible to everyone. I also told them that the matter has been opened with Casino Guru and that I will send an email to the licensee tomorrow. I also told them that there are screenshots of all mail and chat. The payment department did not respond to the chat employee. What was he surprised about after a long wait. Asked them to send an email. Surprise, after 10 minutes the money had arrived in the bank account. Thanks Casino Guru for the help and have a good start to the summer.

No niin

Otin tänään yhteyden chätissä. Kerroin että kuukausi on nyt mennyt. Pyysin laittamaan viestiä maksu osastolle, että asia on julkinen ja kaikilla nähtävissä. Kerroin myös että asia on avattu kasino gurulla ja laitan huomenna lisenssin antajalle sähköpostia. Kerroin myös että kaikesta postista ja chatistä on kuvakaappaukset. Maksu osasto ei vastannut chat työntekijälle. Mitä hän ihmettelikin pitkän odotuksen jälkeen. Pyysi laittamaan sähköpostia. Yllätys kyllä 10 minuutin päästä rahat oli tulleet pankki tilille. Kiitos kasino guru avusta ja hyvää kesän alkua.

So the case has been handled. Thank you for your support.

Tapaus on siis käsitelty. Kiitän tuesta.

Dear Paicuc70,

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