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Hello, I'm having a withdrawal problem. The casino constantly delays withdrawals. I've been waiting 10 days for my first withdrawal of €500, and they always give me the same bot-like response.

It's frustrating. I don't see any progress, and they don't ask me for verification or anything like that.

The first withdrawal was on September 30th. Approval is still pending.

Hola, tengo un problema de retiro. El casino retrasa los retiros constantemente. Llevo 10 días esperando por la primera retirada de 500€ y siempre me responde lo mismo como bots.

es desesperante. No veo avances y no me piden verificación ni nada por el estilo.

el 30 de septiembre fue el primer retiro. Sigue pendiente de aprobación.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

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 within 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

Hi, it's been 15 days since I requested my first withdrawal, and I still don't have my money. Can you help me? I always get the same response (they say they have higher than normal withdrawal traffic), but 10 days with this response is strange...

Hola, ya hace 15 días de la solicitud del primer retiro y sigo sin tener mi dinero. Me podéis ayudar? Siempre me dan la misma respuesta (dicen que tienen un tráfico de retiros más grande de lo normal) pero 10 días con esta respuesta es raro…

Thank you for your reply.

I understand that waiting so many days for a withdrawal without a proper explanation can be very frustrating. Has the casino provided any additional reasons for the delay other than a high volume of withdrawal requests?

If you have saved any communication with the casino’s customer support that could be relevant to the investigation of your case, please upload the screenshots here or forward the emails or chat transcripts to veronika.f@casino.guru.

Have your winnings been accumulated with or without an active bonus? If you played with a bonus, please share a link or a screenshot of it here.

The casino doesn't explain any reason other than the high volume of withdrawal requests. They try to reassure me and tell me that no one has forgotten about my request, but the situation hasn't changed. As of today, I've been waiting 21 days to receive my withdrawals. It's frustrating.

The money was earned from a bonus, which was unlocked and now the money appears as real money in my account.

I do not have a capture of the bonus profit.

I'm sending my saved casino chat conversations to email right now.

El casino no explica otro motivo que no sea el alto volumen de solicitudes de retiro, me intenta tranquilizar y decir que nadie se ha olvidado de mi solicitud pero la situación no cambia y a día de hoy ya van 21 días a la espera de recibir los retiros. Es desesperante.

El dinero fue ganado con un bono, el cual se desbloqueó y ahora el dinero aparece como dinero real en mi cuenta.

No dispongo de captura de la ganancia del bono.

Envío ahora mismo al email las conversaciones que tengo guardadas con el chat del casino.

Thank you very much, Currupipi, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.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.

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 player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Pistolo Casino representative to join this conversation.

Dear Pistolo Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Currupipi,

We completely understand how frustrating it can be to experience a delay in receiving your withdrawal, and we appreciate your patience.

In order for us to proceed and complete the withdrawal process, we kindly ask that you upload the following documents through our DVS :

A selfie (a clear photo of yourself).

A selfie holding your ID while also showing a screen with our casino website (your face, ID and casino website should all be clearly visible)

Once these documents are uploaded, our team will review them as quickly as possible and continue processing your withdrawal.

Thank you for your understanding and cooperation.

Kind regards,

Pistolo casino team

I don't know if this is a joke or something, but you should have checked if those documents were uploaded or not. And indeed, they've been uploaded for a week.

They are a mediocre casino that avoids at all costs allowing customers to access their money promptly so they can spend it.

a disgrace and very, very mediocre.

DO YOUR JOB.

No sé si esto es una broma o algo por el estilo pero usted debería de haber revisado si esos documentos están subidos o no. Y en efecto, llevan subidos 1 semana.

son un casino mediocre que evita a toda costa que los clientes tengan acceso a su dinero con prontitud para que se lo gasten.

una vergüenza y muy muy mediocres.

HAGA SU TRABAJO.

Dear Currupipi,

We kindly ask you to reupload on the DVS, a selfie photo holding your ID document with improved image quality.

Please ensure that all details on your ID are clearly visible and that the name of our website can be clearly seen in the background of the photo.

This step is necessary to complete your verification process in accordance with our security and compliance requirements.

Thank you for your cooperation and understanding. If you have any questions or need further assistance, please do not hesitate to contact us.

Kind regards,

Pistolo casino Team

Dear player,

Could you please confirm, if you have been able to submit the verification photos according to the casino's requirements?

The photos have been re-uploaded, meeting all the requirements. I'm still waiting for them to be removed more than a month later.

las fotos han sido subidas de nuevo. Cumpliendo con los requisitos solicitados. Sigo a la espera de retiro más de un mes después.

Dear Pistolo Casino,

Could you please provide us with an update on the player's verification process?

Thank you.

Dear Currupipi,

We hope this message finds you well.

We are pleased to inform you that all your submitted documents have been successfully verified. Thank you for your cooperation throughout this process.

However, the relevant department has requested that you log in to your account without using a VPN to complete the final verification steps. This is necessary to ensure proper account access and security compliance.

Please attempt to log in directly and let us know once this has been completed, or if you encounter any difficulties.

Kind regards,

Pistolo casino Team

Dear player,

Could you please confirm, if you have been able to act accordingly to the casino's instructions?

Thank you.

Hello, I've already logged in from my account, please check and confirm.

No VPN. Everything is fine.

thank you

Hola, ya me he conectado desde mi cuenta, por favor revisar y confirmar.

no VPN. Todo correcto.

gracias

Dear Pistolo Casino,

Could you please provide us with an update on the player's verification and withdrawal process?

Thank you.

Dear All,

We hope you are all well.

We are writing to update you regarding the recent review carried out by the relevant department.

They have confirmed that the recent connections on players account were still made while a VPN was active.

To successfully complete the verification process, we kindly require the player to log in to his account again without using any VPN or similar services.

Once the player have logged in under a direct connection, please inform us so we can proceed with the final verification steps.

If you have any questions or need assistance, let us know.

Kind regards,

Pistolo casino Team

Dear Currupipi,

Please note, that in some instances, websites can detect, you are using a VPN even when you are not purposefully doing so. For example, some browsers or routers can come with a built-in VPN.

Please make sure, you have not been unknowingly accessing the casino website with VPN to be able to complete the verification process.

Thank you.

Hello, the casino keeps trying to delay the withdrawal as much as possible, they cancel a pending withdrawal for no apparent reason, I contacted them via chat to verify that I am connected WITHOUT VPN and after requesting confirmation, they avoid it.

It's infuriating how they play with customers like this. They know perfectly well that all the requirements are met, but they keep delaying withdrawals hoping I'll lose my money.

I have proof of:

• Transcript of the chat where I request that they verify my connection.
• Video showing me talking to the chat and connected from my internet (NO VPN ACTIVE).

Moderator, please, I feel like this casino is making a fool of me. It's been two months since I tried to withdraw my money.

Aid.

Hola, el casino sigue intentando alargar el retiro todo lo posible, cancelan un retiro pendiente sin motivo aparente, se les habla al chat para verificar que estoy conectado SIN VPN y tras solicitarles que lo confirmen, lo evitan.

Es desesperante cómo juegan con los clientes de este modo. Saben perfectamente que se cumplen todos los requerimientos pero siguen alargando los retiros con la esperanza de que pierda mi dinero.

Tengo pruebas de:

• Transcripción del chat donde solicito que verifiquen mi conexión.
• Vídeo donde se ve que hablo con el chat y estoy conectado desde mi internet (NO VPN ACTIVA).

Por favor, moderador, siento que este casino se está riendo de mi. Ya han pasado dos meses desde que intento retirar mi dinero.

Ayuda.

Dear Pistolo Casino,

Since there seems to be a problem with the player's unknown use of VPN, could you please check it again, and provide us with explanation, and for example a screenshot, for better understanding of the situation?

Thank you.

Dear Currupipi,

We hope you are well.

Thank you for logging in without a VPN. We appreciate your cooperation, and we are pleased to confirm that your account has been successfully verified.

In addition, the relevant department has informed us also that your withdrawal has been processed.

If you have any further questions or require assistance, please let us know.

Kind regards,

Pistolo casino Team

Deart player,

I am glad your verification is completed. Please notify me, when you start receiving withdrawals.

Thank you.

It is true that the casino has processed one of the withdrawals (2 months later) but there are still €3,000 in my account pending approval and processing.

The account verification is now completely finished, so we are simply waiting for the remaining withdrawals to be accepted.

We will be monitoring the processing of the remaining payments.

Thank you.

Es cierto que el casino ha procesado uno de los retiros (2 meses después) pero en mi cuenta todavía quedan 3.000 € pendientes de aprobación y procesamiento.

La verificación de la cuenta ya está completamente finalizada, por lo que ahora simplemente estamos a la espera de que el resto de retiros sean aceptados.

Quedamos atentos a que se vayan procesando los pagos restantes.

Gracias.

Thank you for the update.

Please notify me about your next withdrawals.

Dear Currupipi,

We hope you are well.

We would like to inform you that there are currently no pending withdrawal requests on your account. To proceed further, please submit your new withdrawal request at your earliest convenience.

Once we receive your instructions, we will be able to process it without delay.

Kind regards,

Pistolo casino Team

Hi, I still have pending withdrawals. I'm waiting for them all to be processed before closing the claim.

I also have a pending withdrawal from Nomini from 2 months ago… Nomini is a casino from the same group.

hola, sigo con retiros pendientes. Espero a que todos se realicen para cerrar la reclamación.

tambien tengo un retiro pendiente en Nomini desde hace 2 meses… Nomini es un casino del mismo grupo.

Dear player,

Could you please confirm, if there has been any update in your withdrawal process? If not, could you please send me screenshots from your wallet in your player account, where requested withdrawals would be visible?

Thank you.

Dear player,

Could you please specify, how much you received since your last message?

Dear Currupipi,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru