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Good evening, I have €4,900 in my account, of which I have requested a withdrawal of €1,500 so far, and a balance of €3,400 in my account, of which I am waiting for the open withdrawals to be completed so that I can continue with the next steps.

The first of these requests was made on 24-01-2026 and as they told me yesterday on the 3rd business day the withdrawal request would be completed and I would have my money. which obviously did not happen. I have contacted them many times and the only answer I get is that the money is safe and the request will be completed immediately. without specific dates. Now they have blocked my access to the live chat and I cannot communicate with them at all other than by email. Attachments and the evidence

Καλησπέρα, έχω στον λογαριασμό μου 4.900€ απο τα οποία έχω ζητήσει ανάληψη μέχρι στιγμής τα 1.500€ και υπόλοιπο στο λογαριασμό μου 3400€ τα οποία περιμένω να ολοκληρωθούν οι ανοιχτές αναλήψεις ωστε να μπορέσω να συνεχίσω στα επόμενο.

Το πρώτο απο αυτά τα αιτήματα έχει γίνει στις 24-01-2026 και όπως μου λέγανε χτές την 3η εργάσιμη ημέρα θα ολοκληρωνόταν το αίτημα ανάληψης και θα είχα τα χρήματα μου. κάτι το οποίο προφανώς και δεν έγινε. Έχω επικοινωνήσει παρα πολλές φορές και η μόνη απάντηση που παίρνω είναι οτι τα χρήματα είναι ασφαλή και θα ολοκληρωθεί το αίτημα άμεσα. χωρίς συγκεκριμένες ημερομηνίες. Τώρα μου έχουν μπλοκάρει την πρόσβαση στο live chat και δεν μπορώ να επικοινωνήσω καθόλου μαζί τους πέρα απο email. Συνημμένα και τα αποδεικτικά

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 ioann13,

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

As you will see, they responded and in the email they keep saying that the process will be completed immediately. My account appears verified and they did not ask for any other information.

οπως θα δείτε οτι απαντήσανε και στο εμαιλ λένε συνέχεια οτι η διαδικασία θα ολοκληρωθεί άμεσα. Ο λογαριασμός μου δείχνει επαληθευμένος και δεν ζητήσανε κάποιο άλλο στοιχείο.

They also haven't sent an email that my withdrawal was processed, so then it would be a matter for the bank and I wouldn't mind waiting. Here, as it seems, the issue is on their part. Furthermore, if the terms and conditions stated that I may have to wait up to 14 days to receive my money, of course I wouldn't play there. In the terms and conditions, they state 3 business days and they confirmed this to me in the emails themselves, as you can see in the attached file.

Επίσης δεν έχουν στείλει κάποιο εμαιλ οτι η αναληψη μου διεκπαιρεώθηκε επομένως μετά θα ήταν θέμα της τράπεζας και δεν θα με πείραζε να περιμένω. εδώ οπως φαίνεται το θέμα που υπάρχει είναι απο μέρος τους. Επιπλέον αν στους όρους γράφανε οτι μπορεί να χρειαστεί να περιμένω μέχρι 14 ημέρες για να παρω τα χρήματα μου φυσικά και δεν θα έπαιζα σε αυτούς. Στους όρους αναφέρουν 3 εργάσιμες και μου το επιβεβαίωσαν και οι ίδιοι στα email όπως μπορείτε να δείτε στο επισυναπτόμενο αρχείο.

Dear ioann13,

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.

Good evening,

As I mentioned to you just before you replied above, until now 06-02-2026 at 16:07, I have not received any of the pending transactions. Nor do I have any information about when it will be processed. The same answer continues "sorry for the delay, the financial department is actively working on the payment of the money." Your money is safe. Since 31-01-2026 I have been receiving this answer and I do not see any money.

Καλησπέρα,

Όπως σας ανέφερα και λίγο πριν απαντήσετε πιο πάνω μέχρι και τώρα 06-02-2026 και ώρα 16:07, δέν έχω λάβει καμία απο τις εκκρεμης συναλλαγές. ούτε ενημέρωση έχω για το πότε θα διεκπεραιωθεί. συνέχει η ίδια απάντηση "συγνώμη για την καθυστέρη το οικονομικό τμήμα εργάζετε ενεργά για την καταβολή των χρημάτων." Τα χρήματα σας ειναι ασφαλή. Από 31-01-2026 αυτή την απάντηση παίρνω και χρήματα δε βλέπω.

08-02-2026 I have not received any money yet and no official response from robocat about when I will be paid.

08-02-2026 δεν έχω λάβει χρήματα ακόμα και καμια επισημη απαντηση απο τη robocat για το πότε θα πληρωθω

Until today 09-02-2026 11:36 I have not received any payment. Please help me. I have been waiting since 23-01-2026. I await your response.

If anything changes I will press the button the problem is solved so if you don't see that the problem is solved please don't ask me if I received payment

Thanks

Μέχρι και σήμερα 09-02-2026 11:36 δέν έχω λάβει καμία πληρωμή. Παρακαλώ βοηθήστε με. περιμένω απο 23-01-2026. Αναμένω την απάντηση σας.

Αν αλλάξει κάτι θα πατήσω το κουμπί το πρόβλημα επιλύθηκε οπότε αν δε δείτε οτι το πρόβλημα επιλύθηκε παρακαλώ μη με ρωτάτε αν έλαβα πληρωμή

Ευχαριστώ

Dearioann13, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Good morning,

My profile appears verified and does not require verification, these were my first withdrawals and I had never made any before, the winnings were without bonuses, the winnings were from casino games.

However, I inform you that the first 3 payments finally arrived late yesterday afternoon.

I have made 3 more withdrawal requests and I am still waiting. The requests are dated 09-02-2026 €500, 10-02-2026 €500 and 11-02-2026 €500.

I will keep you informed about the progress of the requests until my amount is fully paid.

Thanks

Καλημέρα,

Το προφιλ μου δείχνει επαληθευμένο και δεν απαιτεί επαλήθευση, ήταν πρώτες αναλήψεις και δεν είχα ξανακάνει στο παρελθόν, τα κέρδη ηταν χωρίς μπόνους, τα κέρδη ήταν απο παιχνίδια καζίνο.

Οστόσο σας ενημερώνω ότι οι 3 πρώτες πληρωμές τελικά ήρθαν χτες αργά το απόγευμα.

Έχω κάνει άλλα 3 αιτήματα ανάληψης και πάλι περιμένω. τα αίτήματα έχουν ημερομηνίες 09-02-2026 500€, 10-02-2026 500€ και 11-02-2026 500€.

Θα σας κρατάω ενήμερους για την πορεία των αιτημάτων μέχρι την ολική εξόφληση του ποσού μου

Ευχαριστώ

Dear ioann13,

Thank you very much for the update. I’m glad to hear that the first three withdrawals have finally been paid.

Since the casino has now started processing and paying out your withdrawal requests, I will close this complaint as resolved for the time being.

Please understand that if the casino continues to process your remaining withdrawals within a reasonable timeframe, in line with their Terms and standard processing times, there would be no grounds for further intervention.

However, if the casino starts significantly delaying your remaining payments again or stops processing them without a valid explanation, please do not hesitate to contact us and request that the complaint be reopened. I will gladly review the situation again and assist you further.

Thank you for your cooperation, and I hope the remaining withdrawals will be completed smoothly.

Karla