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I've been waiting a week for my withdrawal to be processed, when they say that the withdrawal takes a maximum of 3 working days to be processed, in support they always give the same answer that it is a financial delay, I sent an email and it was ignored, a real scam, to deposit there are no delays only to withdraw it seems that it is a general problem and all users complain about the same problem. Don't spend a penny on this crap, and I don't even know how it's still in business with so many complaints.

Estou á uma semana á espera de que o meu levantamento seja processado, quando eles dizem que o levantamento leva um máximo de 3 dias úteis para ser processado,no apoio dão sempre a mesma resposta que é um atraso financeiro, enviei email e foi ignorado, uma autêntica burla, para depositar não há atrasos só para levantar parece que é um problema geral e todos os usuários se queixam do mesmo problema. Não gastem um cêntimo nesta porcaria, e nem sei como ainda está em atividade com tanta reclamação.

Dear Cerqueira90,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I still haven't received my money, in fact, it's still being processed, the policy of this house is that the customer can only enjoy a maximum withdrawal of €500 within 24 hours and can only have 3 active withdrawal requests, the funny thing is that they made my last withdrawal request with the smallest amount and continued with my other 2 old requests of greater value (€500 each) being processed, there is no customer support and it's always the same recorded message telling me not to worry that everything is ok with my withdrawal requests, and that it's a delay by the finance department, a joke, they don't even give an answer as to when the situation will be resolved

Continuo sem receber o meu dinheiro alias, ainda se encontra em processamento, a política desta casa é que o cliente só pode usufruir de um máximo de levantamento no valor de 500€ no prazo de 24h e só pode ter 3 pedidos de levantamento ativos, o engraçado é que eles efetuar o meu último pedido de levantamento com o valor menor e continuaram com os meus outros 2 pedidos antigos de maior valor (500€ cada um) em processamento, o apoio ao cliente não existe e é sempre a mesma mensagem gravada a dizer para não me preocupar que está tudo ok com os meus pedidos de levantamento, e que é um atraso do departamento financeiro, uma palhaçada, nem dão resposta de quando irá ficar a situação resolvida

I fully understand your frustration, Cerqueira90. However, I will set the timer for additional 5 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal.

Thank you in advance for your patience.

My withdrawal request is still being processed, I've been emailing them every day and the excuse is always the same, as if it were a recorded message saying that it's a financial delay and that they will deal with my request as soon as possible and to be patient, this has been going on for 2 weeks!!!! They can't even give a deadline for when the situation will be resolved, in other words it's when they want it and if they want it. A real scam. Thank you for your help.

Continuo com o meu pedido de levantamento em fase de processamento, tenho enviado e-mail todos os dias e a desculpa é sempre a mesma, como se fosse uma mensagem gravada a dizer que é um atraso financeiro e que irão tratar do meu pedido o mais rápido possível e para ter paciência, isto á 2 semanas!!! Nem conseguem dar um prazo para quando a situação irá ficar resolvida, ou seja é quando eles quiserem e se quiserem. Uma autêntica burla. Agradeço a ajuda obrigado.

Good morning, after hundreds of emails and messages to customer support I have finally received the missing payment. Thank you

Bom dia ao fim de centenas de emails e mensagens para o apoio ao cliente recebi finalmente o pagamento em falta. Obrigado

Dear Cerqueira90,

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 (link here). 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,

Petronela

Casino.Guru