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I've been waiting for a €500 withdrawal for 10 days and live chat support tells me they're always having problems.

Sono 10 giorni che aspetto un prelievo da 500€ e l’assistenza in live chat mi dice che hanno sempre problemi

Dear player,

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 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I was not asked for any verification

Non mi è stata richiesta nessuna verifica

Isn't it possible that live chat always says the same things?

How do you expect someone to play without withdrawing?

I ask for support immediately

Non è possibile che la live chat dica sempre le stesse cose ?

come vi aspettate che qualcuno giochi senza aver prelevato ?

chiedo immediatamente supporto

Can anyone help me?

Qualcuno mi può aiutare ?

You can't wait 12 days for a withdrawal, the support in live chat and also by email, always says the same things, but nobody solves

Non è possibile aspettare 12 giorni per un prelievo , l’assistenza in live chat e anche per e-mail , dice sempre le solite cose , ma nessuno risolve

Is there anyone who can help me please?

Non c’è nessuno che mi può aiutare per favore ?

14 days have passed, what a shame

Sono passati 14 giorni , una vergogna

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, I haven't received anything, and chat support says the usual things, email support is embarrassing.

Ciao non ho ricevuto nulla , e l’assistenza in chat dice le solite cose , l’assistenza via e-mail è imbarazzante

Can you kindly help me?

Potete aiutarmi gentilmente?

Dear player, 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?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear player,

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,

Dominika

Casino.Guru