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Dear casino guru team,

I'm a player from Greece and on 16/8/2024 I withdrew 500 euros to my bank card and the next day 500 more. Since then, I am still waiting from the casino the transaction to be completed (the status is still under review). The winnings don't come from any active bonuses and my account is unverified (the account doesn't need to be verified). I contact the casino through the live chat but I always receive the same automated answers.

Can you help me?

Thank you,

Antonis

Dear adelatollas,

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 game history has been 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, 

Veronika

Dear Veronica,

Thanks a lot for your reply. I still have not received my winnings, and 14 days have now passed since I submitted the first withdrawal request.

I would also like to mention that this is my first withdrawal request from this casino, and all my winnings came from slot games (without any active bonus).

The support replies to me with the same answers.. To be patient, there is not any issue with my withdrawal requests, and that I will receive my payments but they are facing delays due to many requests.

Thank you in advance for your support,

Antonis

Thank you for your response. Before we proceed with the investigation, please forward me all the communication between you and customer support that could be relevant to your case at veronika.l@casino.guru.

Hello Veronika,

I sent you a few screenshots related to my complaint. If you need more information or new screenshots let me know.

Warm regards,

Antonis

Thank you very much, adelatollas, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear casino guru team,

I just received the funds. Both of the withdrawals are completed after 18 days of waiting. Thank you so much for your support.

All the best,

Antonis

Dear adelatollas,

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.

Thank you so much for your time.

Best regards,

Katarina

Casino.Guru