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Good evening, I have made two withdrawals: the first was on September 16th for 150 euros, and the second for 54 euros. I won them at the sportsbook, and I haven't been asked for verification. In the past, I have made withdrawals. The only thing customer service tells me is that there is a delay. The casino clearly states in the rules that it takes 3 business days, and that time has long passed.

Dear aggelossig90,

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

Dear aggelossig90,

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.

They made me complete the verification, which is now finished. I want to believe that by Friday this matter will be resolved; otherwise, I would like you to contact them and continue the complaint.

Dear aggelossig90,

When exactly did you finish the verification? Is the withdrawal currently still peniding?

Glad to hear regarding the verification but please keep in mind that withdrawals take up to 14 days once the account is fully verified.

Keep us updated.

Regards,

Nick

Dear Aggelossig90,

As previously mentioned, the withdrawal process typically takes 14 days once verification is completed, as it cannot be processed beforehand. I would recommend waiting at least one more week for the funds to arrive. If the withdrawal takes longer or arrives sooner, please feel free to update us.

Best regards,

Nick

After many days of hassle and delays for no reason, I received my money.It would be best for the casino not to delay players when they need to verify their accounts and to ask for it promptly. It's unfair for someone to wait 15 to 20 days.

Dear aggelossig90, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru