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Good morning, there is no live chat to speak with an assistant, I have already sent 4 emails but no response, my gaming account is verified and the status of my withdrawal of € 1500 via bank transfer is still in the request phase therefore cancelable, I am a little scared because it is impossible to contact the casino

Buongiorno non c’è una live chat per parlare con un assistente, ho già mandato 4 email ma nessuna risposta il mio conto gioco è verificato e lo stato del mio prelievo di 1500€ tramite bonifico bancario è ancora in fase di richiesta quindi annullabile ho un po’ paura perché è impossibile contattare il casinò

Dear Mondolax,

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

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.

Thank you very much Attila I will keep you updated, the only emails I have received from them are that the gaming account has been successfully verified and that the withdrawal is in the request phase (therefore still cancellable) the only thing that worries me is the fact that they do not respond by email and the chat on the casino is under maintenance

Grazie Mille Attila vi tengo aggiornati, le uniche email che ho ricevuto da loro è che il conto gioco è stato verificato con successo e che il prelievo è in fase di richiesta ( quindi ancora annullabile ) preoccupa solo il fatto che non rispondono per e-mail e là chat sul casinò in manutenzione

Update – October 11, 2025

Good morning,

This morning I checked that the status of my withdrawal on Jackpot City had changed to "under review".

My account has been verified for a long time and I have not received any additional requests for documents.

I await the outcome and will keep you updated on any developments.

Thanks for your support.

Aggiornamento – 11 ottobre 2025

Buongiorno,

Questa mattina ho verificato che lo stato del mio prelievo su Jackpot City è cambiato in "in revisione".

Il mio conto è già verificato da tempo e non ho ricevuto alcuna richiesta aggiuntiva di documenti.

Resto in attesa dell’esito e vi terrò aggiornati su eventuali sviluppi.

Grazie per il supporto.

Good morning,

This morning I checked that my withdrawal status on Jackpot City has changed to completed

My account has been verified for a long time and I have not received any additional requests for documents.

I await the outcome and will keep you updated on any developments.

Thanks for your support.

Buongiorno,

Questa mattina ho verificato che lo stato del mio prelievo su Jackpot City è cambiato in completato

Il mio conto è già verificato da tempo e non ho ricevuto alcuna richiesta aggiuntiva di documenti.

Resto in attesa dell’esito e vi terrò aggiornati su eventuali sviluppi.

Grazie per il supporto.

Dear Mondolax,

Thank you for the update.

Please keep us informed of any further developments.

Best regards,

Attila G.

Good morning Attila, I have now received the bank transfer, thank you for everything.

Buongiorno Attila ho ricevuto ora il Bonifico grazie di tutto

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

Dear Mondolax,

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,

Attila