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Dear nyquemarques,

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

They sent me an email yesterday asking for my withdrawal details. I've replied and so far no withdrawal.

Mandaram um.email ontem pedindo meus dados para o saque ..já respondi e até o momento nada do saque.

10 days waiting for my withdrawal. I contact them and they have no answer. Today, the 28th, my withdrawal has not arrived. There are no answers. They just go on and on. They just say the same thing. Like robots.

10 dias esperando meu saque. Entro em contato e os atendentes não tem resposta. Hoje dia 28 e nada do meu saque . Não tem respostas . Enrolam . Só falam a mesma coisa . Parecendo robôs.

They've blocked my access to the chat service. I'm no longer able to contact them. Waiting for the guru's help.

Bloquearam meu acesso aos atendimentos no chat . Não estou tendo mais acesso nem para entrar em contato com eles . Aguardando a ajuda do guru.

Today is the 29th and so far my withdrawal has not been paid. I'm still waiting.

Hoje dia 29 e até o momento nada do meu saque ser pago . Continuo aguardando.

I've already been verified, no bonuses have accumulated, it's my first withdrawal. Every day I contact support and all they say is that they are in arrears. Waiting for you guys to help and lower this lying 8.6 rating

Já foi feita verificação,sem acúmulos de bônus, é o primeiro saque . Todos os dias entro em contato com suporte e só falam que estão em atrasos . Aguardando vcs ajudarem e abaixarem essa nota deles 8.6 mentirosa

Everything is legalized within the terms of the site ... and they are not complying with the terms.

Tudo legalizado dentro dos termos do site .. e eles não estão cumprindo os termos.

On the 30th, no withdrawal from my account and the same contact.

Dia 30 nada de saque em minha conta e o contato é o mesmo.

Information: first withdrawal

Withdrawal method the same as when I made the payment. I contact them every day and all they say is that they are in arrears and nothing.

Informações: primeira retirada

Método de saque o mesmo que efetuei o pagamento. Entro em contato todos os dias só informam que estão em atrasos e nada .

Thank you for your reply. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

After 14 days I received the first withdrawal today. But I'm going to keep the complaint open, because the second withdrawal is still missing.

Depois de 14 dias recebi o primeiro saque hoje . Mas vou manter aberta a reclamação, porque falta o segundo saque ainda .

Of course. I will leave this complaint open, so please keep me informed about any further developments. Hopefully, you will receive the second payment soon.

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

Dear nyquemarques,

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,

Kristina