AvoCasino - La retirada del jugador se ha retrasado.

Current available balance: EUR 16,373.23

Pending withdrawal (already deducted from balance): 500 EUR

Total in the account: 16,873.23 EUR

Situation description:

On 05/09/2026 I requested a withdrawal of 500 EUR (the maximum daily amount allowed according to the casino's terms) via SEPA transfer. My account has been verified (KYC) since its opening.

According to the casino's own Terms and Conditions, the maximum processing time for withdrawals is 3 business days (72 hours). Those 3 days have passed, and the withdrawal is still listed as "PENDING," with no changes.

I contacted live chat support on 07/09/2026, where an agent (Vlada) confirmed that the request was "in process" and that the usual timeframe was up to 72 hours, without giving me any further explanation about the delay.

I also sent an email to support requesting that they expedite the withdrawal, without receiving a response regarding it (I have only received promotional communications from the casino).

As of today, the withdrawal of 500 EUR remains unprocessed, exceeding the maximum time limit set by the operator in its terms.

Given that the daily withdrawal limit is €500, I will have to request multiple successive withdrawals to reach the total of €16,873.23. If the first withdrawal of €500 is already experiencing this unjustified delay, I am concerned that I will have to file a separate claim for each subsequent withdrawal required to recover all of my winnings.

I request mediation so that the casino proceeds with the payment of the pending withdrawal, clarifies the situation of the rest of my balance, and guarantees that the next withdrawals I request until the total is completed will be processed within the timeframes established in its own terms and conditions, without me having to open a new claim for each one of them.

Saldo disponible actual: 16.373,23 EUR

Retiro pendiente (ya descontado del saldo): 500 EUR

Total en la cuenta: 16.873,23 EUR

Descripción de la situación:

El 05/09/2026 solicité un retiro de 500 EUR (el máximo diario permitido según los términos del casino) mediante transferencia SEPA. Mi cuenta está verificada (KYC) desde el momento de su apertura.

Según los Términos y Condiciones del propio casino, el plazo máximo de procesamiento de retiros es de 3 días hábiles (72 horas). Han transcurrido esos 3 días y el retiro sigue figurando en estado "PENDING", sin ningún cambio.

Contacté con el soporte por chat en vivo el 07/09/2026, donde una agente (Vlada) me confirmó que la solicitud estaba "en proceso" y que el plazo habitual era de hasta 72 horas, sin darme ninguna explicación adicional sobre el retraso.

Envíe también un correo electrónico al soporte solicitando que agilizaran el retiro, sin recibir respuesta relativa al mismo (únicamente he recibido comunicaciones promocionales por parte del casino).

A fecha de hoy, el retiro de 500 EUR sigue sin procesarse, superando el plazo máximo que el propio operador establece en sus términos.

Dado que el límite diario de retiro es de 500 EUR, tendré que solicitar múltiples retiros sucesivos hasta completar el total de 16.873,23 EUR. Si ya el primer retiro de 500 EUR presenta este retraso injustificado, me preocupa tener que presentar una reclamación independiente por cada uno de los retiros sucesivos necesarios para recuperar la totalidad de mis ganancias.

Solicito mediación para que el casino proceda al pago del retiro pendiente, aclare la situación del resto de mi saldo, y garantice que los próximos retiros que solicite hasta completar el total se procesarán dentro de los plazos establecidos en sus propios términos y condiciones, sin que tenga que abrir una nueva reclamación por cada uno de ellos.

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 Chris810,

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 be 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 the 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 within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Thank you for your response and for the explanation regarding the usual withdrawal periods.

I want to explain in more detail why my case is not a simple one-off delay, but a structural problem:

1. Balance pending withdrawal: 24,300 EUR in total.

2. Withdrawal limit imposed by the casino: 500 EUR per request.

3. This means that I would need to make approximately 49 separate withdrawal requests to recover my entire balance.

4. The current application (ID 629955, 500 EUR, applied for on 08/09/2026) has already exceeded the maximum period indicated by the casino of 3 business days, and remains in pending status.

5. If each of those 49 requests suffers similar delays, and Casino Guru can only intervene after waiting 14 days for each individual withdrawal, the total time to recover my money would far exceed a year, which is not a reasonable or sustainable situation for any player.

My request is not only to resolve this specific withdrawal of 500 EUR, but to address the underlying problem: the very low withdrawal limit in relation to the accumulated balance, which makes any withdrawal of a significant amount practically unfeasible.

I ask that, in addition to following up on this specific withdrawal, you consider intervening with the casino to establish a withdrawal limit more appropriate to my balance, or a mechanism that allows me to recover my money within a reasonable timeframe.

I am available to provide any additional documentation you may need.

Sincerely,

Gracias por su respuesta y por la explicación sobre los plazos habituales de retiro.

Quiero explicarlo con más detalle por qué mi caso no es un simple retraso puntual, sino un problema estructural:

1. Saldo pendiente de retirar: 24.300 EUR en total.

2. Límite de retiro impuesto por el casino: 500 EUR por solicitud.

3. Esto significa que necesitaría realizar aproximadamente 49 solicitudes de retiro independientes para recuperar la totalidad de mi saldo.

4. La solicitud actual (ID 629955, 500 EUR, solicitada el 08/09/2026) ya ha superado el propio plazo máximo indicado por el casino de 3 días hábiles, y sigue en estado pendiente.

5. Si cada una de esas 49 solicitudes sufre retrasos similares, y además Casino Guru solo puede intervenir tras esperar 14 días por cada retiro individual, el tiempo total para recuperar mi dinero superaría ampliamente el año, lo cual no es una situación razonable ni sostenible para ningún jugador.

Mi solicitud no es únicamente que se resuelva este retiro puntual de 500 EUR, sino que se aborde el problema de fondo: el límite de retiro tan bajo en relación con el saldo acumulado, que convierte cualquier retirada de una cantidad importante en un proceso inviable en la práctica.

Les pido que, además de dar seguimiento a este retiro concreto, valoren intervenir ante el casino para que se establezca un límite de retiro más adecuado a mi saldo, o un mecanismo que permita recuperar mi dinero en un plazo razonable.

Quedo a su disposición para aportar cualquier documentación adicional que necesiten.

Atentamente,

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

Dear Chris810,

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,

Tomas