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I requested a withdrawal of funds in July (July 19th), even though I'm currently in a VIP category at this casino (where withdrawals are expedited). It seems to have been worse, as I've been waiting for my funds to be refunded for over a month, and the explanations have been varied: a 5-day timeframe, they're verifying the account, they have a heavy workload, etc. And today they told me there's no timeframe for processing my withdrawals, as my account is undergoing manual verification by a compliance team... meaning I could wait forever and perhaps never receive it.

As always, they say they'll get back to me soon, but they don't. I'm the one who writes to them, and last week they didn't even reply.

He solicitado retiro de fondos desde el mes de julio (19 de julio), a pesar de que actualmente me he posicionado en una categoría vip de este casino (en el que los retiros son acelerados), al parecer ha sido peor, ya que llevo más de 1 mes esperando el reintegro de mis fondos, y las explicaciones han sido diversas: plazo de 5 días, están verificando la cuenta, tienen mucha carga de trabajo, etc, y hoy me han dicho que no hay plazo para hacer efectivo mis retiros, ya que mi cuenta está en proceso de verificación manual, por un equipo de cumplimiento de normativa...o sea, podría esperar eternamente y quizás nunca me llegue.

Como siempre, dicen que prontamente se comunicarán conmigo, pero no, no lo hacen. Soy yo la que les escribo y la semana pasada ni siquiera me respondieron.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
• Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Attila

Hello. Yes, I have made withdrawals before. The maximum amount I have withdrawn has been 800,000 pesos, and it was transferred within the 5 days they stipulate.

The casino has reiterated to me that the KYC verification is not the problem, that it's fine. This is what they say in their latest email: "Dear player:

We apologize for the delay; for faster assistance, we suggest contacting our live support service, as email inquiries may take longer due to the volume of requests.

Thank you for contacting customer service regarding the status of your account.

Account review details:

Manual review: Your account is currently undergoing a manual review conducted directly by our compliance team.

Scope of the review: This process involves an audit of your account activity to ensure full compliance with all platform rules and terms of service. Please note that this is solely a compliance review and is not related to identity verification (KYC).

Deadlines and status:

Processing time: Unfortunately, this manual procedure does not have a fixed timeframe, as processing times vary depending on the specific characteristics of each account.

I have requested an update on your case. We will contact you shortly with the response.

We appreciate your patience while our team completes this necessary process and will inform you as soon as we have new information.

My earnings are already part of my earnings, not bonuses.

Thank you very much for your assistance. I look forward to your response.

Hola. Sí, he realizado retiros anteriormente. El monto máximo que yo he retirado ha sido de 800 mil pesos, y que fue transferido en los 5 días que ellos establecen.

El casino me ha reiterado que la verificación KYC no es el problema, que aquello está bien. Esto es lo que dicen en su último correo: "Estimado jugador:

Lamentamos la demora; para obtener asistencia más rápida, le sugerimos contactar con nuestro servicio de soporte en vivo, ya que las consultas por correo electrónico pueden tardar más debido al volumen de solicitudes.

Gracias por ponerse en contacto con el servicio de atención al cliente en relación con el estado de su cuenta.

Detalles de la revisión de la cuenta:

Revisión manual: Su cuenta está siendo sometida actualmente a una revisión manual realizada directamente por nuestro equipo de cumplimiento normativo.

Alcance de la revisión: Este proceso consiste en una auditoría de la actividad de su cuenta para garantizar el cumplimiento íntegro de todas las normas de la plataforma y de los términos del servicio. Tenga en cuenta que se trata exclusivamente de una revisión de cumplimiento normativo y no está relacionada con la verificación de identidad (KYC).

Plazos y estado:

Tiempo de procesamiento: Lamentablemente, este procedimiento manual no tiene un plazo fijo, ya que los tiempos de procesamiento varían según las características específicas de cada cuenta.

He solicitado una actualización sobre su caso. Nos pondremos en contacto con usted en breve para comunicarle la respuesta.

Agradecemos su paciencia mientras nuestro equipo completa este proceso necesario y le informaremos tan pronto como dispongamos de nueva información."

Mis ganancias ya forman parte de mis ganancias, no de bonos.

Muchas gracias por su gestión. Quedo atenta

Good day Casino Guru, I must inform you that since yesterday the Casino has been depositing the requested withdrawals. Only one is missing, corresponding to July 20th.

Buen día Casino Gurú, debo informar que desde ayer el Casino me está depositando los retiros solicitados. Sólo falta 1 que corresponde al 20 de julio.

Good afternoon,

At the moment, I can see that you have $322,000 CLP remaining in your balance, while all other payments have been successfully withdrawn.

The latest withdrawal transaction for the remaining balance was cancelled because the withdrawal details provided were incorrect. We recommend submitting a new withdrawal request, and it should be processed successfully without any issues.

Thank you for your understanding!

Okay, I'll request the withdrawal again. Yes, I'd like to request that, given my VIP status, the withdrawal be expedited, as per the benefits of being in a VIP category. Thank you.

Bien, volveré a solicitar el retiro. Si, les pido que debido a la categoría que ustedes me han asignado, el retiro pueda ser acelerado, tal como indican los beneficios de estar en una categoría VIP. Gracias.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear player,

It looks like the remaining withdrawals should be processed without any issues.

Would you agree to have this complaint marked as resolved?

Of course, if any further complications arise, you’re always welcome to contact us again—either to reopen this case or submit a new complaint.

Best regards,

Attila

Dear INGRID1268,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.