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Good morning,

I apologize if I have to file a complaint, but I'm having serious difficulty withdrawing my winnings.

I'm a Level 5 VIP customer, a status that should grant me numerous benefits, including fast withdrawals and higher withdrawal limits. Unfortunately, these benefits are not being honored.

Today I was informed that the first payment of €1,200 will be split into three installments, processed on August 19, August 21, and August 25. I'm wondering why this decision was made, given that previously, even multiple payments were processed on the same day.

I therefore appeal to the Casino Guru team to help me clarify this situation and assert my rights as a VIP player.

Thank you for your attention and support.

Best regards,

Buongiorno,

chiedo scusa se sono costretto ad aprire un reclamo, ma mi trovo in seria difficoltà nel prelevare le mie vincite.

Sono un cliente VIP di livello 5, status che dovrebbe garantirmi numerosi vantaggi, tra cui prelievi rapidi e limiti di prelievo più elevati. Purtroppo, questi benefici non stanno venendo rispettati.

Oggi mi è stato comunicato che il primo pagamento da 1.200€ verrà suddiviso in tre tranche, processate rispettivamente il 19/08, il 21/08 e il 25/08. Mi chiedo il motivo di questa scelta, visto che in precedenza anche in caso di più pagamenti venivano comunque elaborati nello stesso giorno.

Rivolgo quindi un appello al team di Casinò Guru affinché possa aiutarmi a chiarire questa situazione e far valere i miei diritti di giocatore VIP.

Grazie per l’attenzione e per il supporto.

Cordiali saluti,

Dear player,

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

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

THANK YOU Dominika, but I assure you that my VIP status provides faster and higher withdrawals!

GRAZIE Dominika, ma ti garantisco che il mio status vip prevede dei prelievi più rapidi e di importo più alto!

Dear player,

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 player,

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,
Dominika
Casino.Guru