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Requested a withdrawal on May 20th and one on May 21st, on Saturday 24th they canceled the withdrawal without reason. Saying it was a problem with the bank. I used the same method as a month ago, it had no problems, now I changed it. (The last time I won here it took me 1 month to pocket my winnings, thanks to your help). I wanted to ask you at casino guru to speed up this problem! Last time you were of great help to me with the same casino, thanks in advance

Chiesto un prelievo il 20 maggio e uno il 21 maggio, sabato 24 annullano il prelievo senza motivo. Dicendo che era un problema dell'istituto di credito. Ho usato il medesimo metodo di un mese fa, non aveva dato problemi, ora l'ho cambiato. ( L'ultima volta che ho vinto qui ci ho messo 1 mese per intascare le mie vincite, grazie al vostro aiuto). Volevo chiedere a voi di casino guru di accelerare questo problema! L'ultima volta mi siete stati di grande aiuto con il medesimo casino, grazie in anticipo

Dear Vdan,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Vdan, could you please confirm whether you currently have any pending withdrawals in your casino account? If so, we kindly ask you to share a screenshot showing the pending withdrawal(s), including the date and amount, so we can better understand the current status and assist you further.

Yes I have two pending, I made one on May 20th and the other on May 21st, but they cancelled the one on May 20th for me without reason. And I requested it on the 24th. I'll forward everything, thanks

Si ne ho due in sospeso, uno lo avevo fatto il 20 e l'altro il 21 maggio, però quello del 20 maggio me lo hanno annullato loro senza motivo. E l'ho richiesto il 24. Giro tutto, grazie

The working days have passed, so having no more excuses they always tell me that it will arrive shortly during the day, but it has been two days since the end of the 5 working days. Help me thanks

I giorni lavorativi sono passati, quindi non avendo più scuse mi dicono sempre che arriverà a breve nella giornata, però sono passati due giorni dalla fine dei 5 giorni lavorativi. Aiutatemi voi grazie

They blocked my chat and they don't answer my emails anymore, they say that these delays are normal, they can't fool people like this. I had health commitments, medicines to buy. They fool me by telling me that the payment is imminent. But they've been saying this sentence for a week, help me thanks

Mi hanno bloccato la chat e non mi rispondono più alle email, loro dicono che questi ritardi sono normali, non possono prendere in giro la gente così. Io avevo degli impegni di salute, delle medicine da comprare. Loro mi prendono in giro dicendomi che il pagamento è imminente. Però questa frase la dicono da una settimana, aiutatemi grazie

Good morning, the situation has not yet stopped, they continue to make fun of me.. help me please, thanks

Buon giorno, ancora la situazione non si è bloccata, continuano a prendermi in giro.. aiutatemi voi per favore, grazie

Dear Vdan,

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.

No, I have not received anything unfortunately. They continue to stall and apologize. I have been waiting for more than 15 days, I am tired.

No, non ho ricevuto niente purtroppo. Continuano a prendere tempo e scusarsi. Sono più di 15 giorni che aspetto, sono stanco.

Dear Vdan, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Verification is not required for my account, they say there is no need. Anyway 1 withdrawal just arrived. I hope the other one arrives today. I will keep you updated, I would like to wait to close the complaint as they have not completed the second withdrawal yet, thanks

La verifica non è richiesta al mio account, dicono che non c'è ne bisogno. Cmq 1 prelievo è appena arrivato. Spero in giornata arrivi pure l'altro. Vi terrò aggiornati, vorrei aspettare a chiudere il reclamo in quanto ancora non hanno completato il secondo prelievo, grazie

The second withdrawal is still slow in arriving

Il secondo prelievo tarda ancora ad arrivare

The withdrawal has just arrived, a piece of advice, if you want your money within 3 working days or in any case you need to cash out your winnings in the shortest time possible, do not play at this casino. I won 2 times in 3 months, it took them more than 20 days both times. In fact there is another complaint that I made always against them. Trust me, greetings and thanks for the support as always

Il prelievo è appena arrivato, un consiglio, se volete i vostri soldi entro i 3 giorni lavorativi o Cmq avete necessità di incassare le vostre vincite nel minor tempo possibile, non giocate a questo casino. Ho vinto 2 volte in 3 mesi, ci hanno messo più di 20 giorni in entrambe le volte. Infatti c'è un altro reclamo che ho fatto io sempre nei loro confronti. Fidatevi di me, saluti e grazie per il supporto come sempre

Dear Vdan,

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,

Dominika

Casino.Guru