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On September 6th, the casino processed and paid out my withdrawal of CZK 3,000 without any problems.

I then asked for two more withdrawals:

5,000 CZK

9,000 CZK

However, these two withdrawals have not been processed by the casino even after 48 hours. Both are still pending processing.

The casino's terms and conditions state that withdrawals are processed within 48 hours at the latest. So the casino did not meet this deadline in my case.

I find the situation strange, especially because my previous withdrawal of CZK 3,000 was processed and paid out normally on September 6. So there was no problem with my account or the withdrawal method for the previous withdrawal.

I contacted customer support, but have not yet received a satisfactory explanation as to why the new withdrawals were not processed within the stated timeframe.

So I am currently waiting for a total of CZK 14,000 to be paid.

I am asking Casino Guru for help in clarifying the situation and assessing whether the casino is following its own terms and conditions regarding the processing time for withdrawals.

Dne 6. 9. mi kasino bez problémů zpracovalo a vyplatilo výběr ve výši 3 000 Kč.

Následně jsem požádala o další dva výběry:

5 000 Kč

9 000 Kč

Tyto dva výběry však kasino nezpracovalo ani po uplynutí 48 hodin. Oba stále čekají na zpracování.

V podmínkách kasina je přitom uvedeno, že výběry jsou zpracovávány nejpozději do 48 hodin. Tuto lhůtu tedy kasino v mém případě nedodrželo.

Situaci považuji za zvláštní zejména proto, že můj předchozí výběr 3 000 Kč byl 6. 9. normálně zpracován a vyplacen. Nešlo tedy o problém s mým účtem nebo výběrovou metodou při předchozím výběru.

Kontaktovala jsem zákaznickou podporu, ale zatím jsem nedostala uspokojivé vysvětlení, proč nebyly nové výběry zpracovány v deklarované lhůtě.

V současné době tedy čekám na vyplacení celkem 14 000 Kč.

Žádám Casino Guru o pomoc s objasněním situace a o posouzení, zda kasino postupuje v souladu se svými vlastními podmínkami týkajícími se lhůty pro zpracování výběrů.

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Dear Jessaka,

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

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

Dear Jessaka,

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,

Jean