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There are 3 pending withdrawals (500-500-500) since February 14th. I have spoken to support many times but they always give me the same answer "delay in payments due to many requests". It's been 20 days now. Can anything be done?

Ci sono 3 prelievi in attesa (500-500-500) dal 14 febbraio. Ho parlato tante volte col supporto ma mi danno sempre la stessa risposta "ritardo nei pagamenti a causa di molte richieste". Ormai sono 20 giorni. Si puo fare qualcosa?

Dear Crusader2000,

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 I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Greetings.

I have already had other withdrawals in the past (at least 3 between December and January).

I have never been asked for KYC verification, if I click on the "verify account" section it tells me "you do not need to verify your account".

I did not accumulate the winnings through bonuses or free spins.

Salve.

Ho gia effettuato altri prelievi in passato (almeno 3 tra dicembre e gennaio).

La verifica KYC non mi è mai stata chiesta, se clicco nella sezione "verifica account" mi dice "non occorre verificare il tuo account".

Le vincite non le ho accumulate tramite bonus o spin gratuiti.

Thank you for your reply, Crusader2000. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings you have opted for? Was it the same one you used before?

Hi Kristina, I have an update. I have had my 3 withdrawals processed since February 14th (the ones I filed a complaint for), exactly after 26 days of waiting. I now have more money in my account that I will try to withdraw.

Regarding the questions you asked, the last successful withdrawal was on February 3, 2025, it took about 4-5 days. The payment method was Mastercard, always used this method for all withdrawals

Ciao Kristina, ho un aggiornamento. Mi sono stato elaborati i 3 prelievi fatti a partire dal 14 febbraio (quelli per cui ho aperto il reclamo), esattamente dopo 26 giorni di attesa. Adesso ho altri soldi sul conto che cercherò di prelevare.

Riguardo le domande che mi hai fatto, l'ultimo prelievo riuscito risaliva al 3 febbraio 2025, ci sono voluti circa 4-5 giorni. Il metodo di pagamento era carta Mastercard, sempre usato questo metodo per tutti i prelievi

Could you please clarify how much money you have in your casino account? Do you currently have any pending withdrawals? If you do, what is the current status of your withdrawal request(s)? 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.

The 3 withdrawals for which I opened the ticket have been credited to my bank account. Now I have 3 more withdrawals requested for about 3 days, for now waiting. In addition I have about 3000 euros on wonaco.

I 3 prelievi per cui ho aperto il ticket mi sono stati accreditati sul mio conto bancario. Adesso ho altri 3 prelievi richiesti da circa 3 giorni, per ora in attesa. In piú ho circa 3000 euro su wonaco.

I am happy to hear that you've received the first few withdrawals. In this case, I recommend that we give it a few more days and hopefully, you will receive the rest of your winnings soon. Please, keep me updated about any developments.

Dear Crusader2000,

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.

Hi, as of today still nothing for the withdrawals requested on March 12th 😔

Salve, ad oggi ancora niente per i prelievi richiesti il 12 marzo 😔

Have you recently contacted the casino regarding your withdrawals? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Crusader2000,

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.

Last withdrawals issued, after about 2 months I managed to withdraw everything. On average it took at least 20-25 days for each withdrawal. The last 3 withdrawals were issued this morning. Thanks for the support!

Ultimi prelievi emessi, dopo circa 2 mesi sono riuscito a prelevare tutto. Mediamente ci sono voluti almeno 20-25 giorni per ogni prelievo. Gli ultimi 3 prelievi sono stati emessi questa mattina. Grazie per il supporto!

Dear Crusader2000,

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,

Kristina

Casino.Guru