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withdrawal from 19.7. should have been completed on 23rd. since then 2 weeks passed and nothing happened. useless live support. just the same copy paste answers for about 2 weeks (finance department has much work, just a bit more patience, just a couple more days, i left the finance department a note to process your withdrawal mith higher priority and so on)

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 that 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

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hi veronika,

previously had succesful withdrawals, if i remember correctly even rather swiftly.

account does not need verification.

i can't remember, it's been like a month ago, i might have used a deposit bonus, but if so the wager requirements were met and it is real money balance.

What types of games did you play?

Could you please forward me the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru? This can be emails, chat transcripts, or screenshots. Alternatively, you may post evidence directly here to the complaint thread. Thank you for your cooperation.

this withdrawal was finally completed, but i have another withdrawal which is overdue for a week now

I'm glad to hear that you have already received the first part of your winnings. Could you please let me know the exact date when you submitted your most recent withdrawal request, as well as the specific amount you are currently waiting to receive?

submitted on august 5th, should have been completed august 8th. amount is 50€.

Have you received any updates regarding this withdrawal request in the meantime? Has the casino explained the delay in processing your payment?

got the money, this time like 3 weeks late, and closed my account

Thank you for letting me know.

Can we consider your complaint resolved, or is there anything else you would like us to assist you with?

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

Dear YOyoyoLAN,

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,

Veronika