Ludios Casino - La retirada del jugador se ha retrasado.

My withdrawal has been pending for an extremely long time. Every time I ask for an update, support tells me it has been scheduled for the next day. I have emailed the finance team who have not responded.

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 SunglowSmurf77,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay you are experiencing with your withdrawal.

To better understand your situation and assist you effectively, could you please provide a bit more detail:

• What is the amount of your withdrawal and when was it requested?
• What payment method did you choose for the withdrawal?
• Have you successfully completed account verification (KYC)? If yes, when was it approved?
• Have you made any successful withdrawals from this casino in the past?
• Is your account currently fully accessible, and is the withdrawal still showing as pending?

If you have any relevant emails or screenshots, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi there Petronela,

What is the amount of your withdrawal and when was it requested?

There were two requested, both from the same win but had to split it due to limits. The first one was for $785 on 18/03/2026 and the second was $459 on 25/03/2026.

What payment method did you choose for the withdrawal?

Mifinity

Have you successfully completed account verification (KYC)? If yes, when was it approved?

Yes, they requested additional KYC which was completed on 19/03/2026 and I received a confirmation email from the Finance team on 23/03/2026

Have you made any successful withdrawals from this casino in the past?

Yes, with minor delay, not nearly as bad as this one.

Is your account currently fully accessible, and is the withdrawal still showing as pending? Yes, and yes.

I received the second withdrawal, the $459, to my Mifinity account a few hours ago. I asked support about the bigger withdrawal, they have now said it is scheduled for 08/04/2026.

Hi SunglowSmurf77,

Thank you for your update and for the detailed information provided.

I’m glad to hear that you have already received the second withdrawal of $459.

• Could you please confirm whether you have already received the first withdrawal of $785?

Thank you.

Hello,

No i still haven't, and they are still giving me the run-around. I last spoke to them on Thursday where they insisted it would be paid on Friday, still no payment. The support doesn't seem to be able to do anything, and the Finance team (kyc@ludios.io) is just not replying. It's nearing a calendar month now.

Please help, thank you

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

Dear SunglowSmurf77,

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,

Petronela