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I made a deposit on August 23, 2026. They have a policy that withdrawals are processed within 3 business days, but that hasn't been the case for me. I've been waiting for 5 days and it still hasn't been processed. This is unacceptable.

Realize un depósito el día 23-08-26, tienen una política que en 3 días hábiles procesan tu retiro, pero en mi caso no ha sido así. Llevo 5 días esperando y aún no lo han procesado, esto no puede ser

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Dear RODRI1447,

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 be 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 within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

I've had my account verified for a long time, and they always do the same thing: they never process the money, and you always end up spending it. I don't think it should be legal to do that, because depositing is so quick, but withdrawing isn't.

Tengo la cuenta verificada de hace mucho tiempo, siempre hacen lo mismo, nunca lo procesan y siempre lo acabas gastando, creo que no debería ser legal hacer esas cosas, porque a la hora de depositar todo es muy rápido, y para cobrar no

I made the withdrawal on the 23rd, they keep giving me the runaround saying they have a lot of work and many withdrawals in the queue, but it's been 8 days and it says they process it in 3 to 5 days and mine still hasn't been processed, I don't know what else to do, they just keep giving me the runaround

Hice el retiro el día 23, no paran de darme largas de que tienen mucha faena y muchos retiros en cola, pero ya han pasado 8 días y pone que lo procesan de 3 a 5 días y aún el mío no lo han procesado, no sé qué más hacer, solo me dan largas

Thanks for the explanation.

Has the casino processed your payout since your last post? Please let me know.

If the issue persists, please share your payout request with the status visible here, or send the information to my email at tomas@casino.guru

Dear RODRI1447,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru