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I requested a total withdrawal of €1,825 on August 9, 2026.

After that, I was asked to complete the KYC verification. The verification of my account was completed on August 11, 2026, and I was told that after the verification was completed, I would receive my money within a maximum of 5 days.

On August 13, 2026, I received a first payment of €450. However, the remaining €1,375 has still not been paid.

Since then, I have contacted the casino’s live chat operators several times to find out what is happening with the remaining amount. They only tell me that my account has entered another verification process and that the withdrawal has been suspended during this verification.

The problem is that I have not received any notification in my account or any email informing me about this new verification. The operators also do not provide me with any concrete information about what exactly they are checking, why this verification was initiated, whether there is any problem with my account, or when the verification will be completed.

The only answer I receive is that they do not know how long the verification will take and that I have to wait.

I would like Casino Guru to help me clarify this situation and find out why the remaining €1,375 has not been paid to me. My KYC verification was already completed on August 11, and the casino told me that after the verification, my withdrawal would be processed within a maximum of 5 days.

I would appreciate your help in resolving this matter and obtaining the remaining €1,375.

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.

Dear Camelia99,

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,
Complaints Resolution Center

I would like to clarify one important point regarding my withdrawal.

I requested a total withdrawal of €1,825 on August 9. My KYC verification was completed on August 11, and I was told that after the verification my money would be received within a maximum of 5 days.

On August 13, I received only €450 out of the total €1,825. The remaining €1,375 has not been paid.

What I do not understand is why only €450 was transferred if the entire withdrawal was €1,825. The payment method is the same, and I have no issue with my payment method.

Since the €450 was successfully transferred after my KYC verification, why was the remaining €1,375 not transferred at the same time on August 13?

I have contacted the casino’s live chat operators several times, but they only tell me that my account is currently under another verification. They do not explain what exactly is being checked, why this additional verification is necessary, or how long it will take. I have also received no notification or email regarding this additional verification.

Could you please clarify whether this situation can be investigated before the 14-day period, considering that part of my withdrawal (€450) has already been successfully processed while the remaining €1,375 is being held without any concrete explanation?

I would like to understand why the full €1,825 was not transferred together and what is currently preventing the remaining €1,375 from being paid.

No operator wants to help me with a concrete answer. I am desperate and I really need the €1,375 that I was supposed to have received by now. Please, can someone give me a clear and specific answer about when I will receive my money?

I am attaching evidence again, asking for explanations about my payment and nothing concrete, the same answers from August 11th.

Atașez din nou dovezi , cerând explicații despre plata mea și nimic concrect aceasi răspunsuri din data de 11 august

Dear Camelia99,

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.

Dear Camelia99,

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,
Jean
Casino.Guru