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Hello, I have been waiting since July 7, 2025 for €1,500 divided into 500 each.

I keep getting put off in the chat.

That they are sorry for the delay and that they will forward it to their finance department, etc.

I have a lot of patience, but a month is crazy!

So far I haven't received a single cent.

This is my first withdrawal from this casino, so I don't think KYC is necessary.

I ask for your support.

Hallo, ich warte seid dem 7.07.2025 auf 1500€ aufgeteilt in jeweils 500.

Ich werde immer wieder im Chat vertröstet.

Das es denen leid tut zwecks der Verzögerung & das sie es ihrer Finanzabteilung weiterleiten etc ..

Ich habe viel Geduld aber ein Monat ist krass!

Bis jetzt habe ich nicht einen Cent erhalten.

Das ist meine erste Auszahlung in diesen Casino, deshalb denke ich ist auch kein KYC nötig.

Ich bitte um eure Unterstützung.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.

What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?

Did you accumulate your winnings with or without a bonus?

Have you asked the casino if you should send any identity documents for verification?

When was the last time the casino contacted you regarding the delay in processing your winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear justinauehameln53,

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,
Veronika
Casino.Guru