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I have two withdrawal requests of €500 each (total €1,000) made on 08/18/2026.

The transaction IDs are:

​9da1da6b-dbf5-4b6f-831e-c4ee951a31df

cbcc30eb-b8ba-4d0d-8afd-4da23ae128f9

My account is fully verified. However, transactions have been stuck at Step 2 ("Verification Pending") for over 6 business days.

VIP Manager Paolo continues to justify the delay with inconsistent excuses: first he attributed the delay to the weekend, then to the volume of work at the end of the month, despite having confirmed in writing that he had sent the request via priority channel.

Having not received the credit within the timeframe stipulated in the Terms and Conditions and experiencing an unjustified delay, I am requesting CasinoGuru's support to obtain approval and immediate release of my funds.

Ho due richieste di prelievo da 500 € ciascuna (totale 1.000 €) effettuate in data 18/08/2026.

​Gli ID delle transazioni sono:

​9da1da6b-dbf5-4b6f-831e-c4ee951a31df

​cbcc30eb-b8ba-4d0d-8afd-4da23ae128f9

​Il mio conto è interamente verificato. Tuttavia, le transazioni rimangono bloccate allo Step 2 ("Verifica in corso") da oltre 6 giorni lavorativi.

​Il VIP Manager Paolo continua a giustificare il ritardo fornendo scuse incoerenti: prima ha attribuito il blocco al fine settimana, successivamente al volume di lavoro di fine mese, pur avendo confermato per iscritto di aver inviato la pratica tramite canale prioritario.

​Non avendo ricevuto l'accredito nei tempi previsti dai Termini e Condizioni e riscontrando un ritardo ingiustificato, chiedo il supporto di CasinoGuru per ottenere l'approvazione e lo sblocco immediato dei miei fondi.

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Dear Valentyno003,

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

Good morning,

I would like to clarify that my account is fully verified (KYC completed) and there are no pending documents.

The withdrawals in question were requested on August 18, 2026, and August 19, 2026, for a total of €1,000. I received only delaying responses and unjustified excuses from the casino's VIP management for withholding the funds at step 2 ("Verification in progress").

Buongiorno,

Desidero precisare che il mio account è completamente verificato (KYC completato) e non ci sono documenti in sospeso.

I prelievi in questione sono stati richiesti il 18/08/2026 e il 19/08/2026 per un totale di 1.000 €. Dal VIP Management del casinò ho ricevuto soltanto risposte dilatorie e scuse ingiustificate per trattenere i fondi al passo 2 ("Verifica in corso").

Dear Jean,

I'm updating you on the situation: on August 26, 2026, I received an official email from the casino's VIP Team (Sakis). In the email, they confirmed that there were no issues or irregularities with my account, but justified the delay by citing a supposed "seasonal peak in requests at the end of the month."

My two requests for €500 (total €1,000) date back to August 18 and 19, 2026. I formally responded to the casino requesting that the funds be processed and copied the communication to the Anjouan Licensing Authority.

I attach screenshots of their response and my formal objection to your file.

Kind regards,

Valentyno03

Gentile Jean,

​Vi aggiorno sulla situazione: il 26/08/2026 ho ricevuto un'e-mail ufficiale dal VIP Team del casinò (Sakis). Nella comunicazione confermano che non ci sono problemi o irregolarità sul mio conto, ma giustificano il ritardo adducendo un presunto "picco stagionale di richieste di fine mese".

​Le mie due richieste da 500 € (totale 1.000 €) risalgono al 18 e 19 agosto 2026. Ho risposto formalmente al casinò esigendo l'elaborazione dei fondi ed ho provveduto ad inviare la comunicazione in copia anche all'Ente di Licenza di Anjouan.

​Allego gli screenshot della loro risposta e della mia contestazione formale per il vostro fascicolo.

​Cordiali saluti,

Valentyno03

Here are the latest email responses received on Friday evening from the VIP Manager Paolo and Sakis.

​As you can see, Sakis explicitly admits that the delay is happening without justification, stating he cannot provide any timeframe for completion. Paolo simply wished me a "good weekend" without releasing the payments.

​Both €500 withdrawals remain pending beyond any reasonable or terms-compliant deadline.

The €1,000 funds were successfully credited to my bank account. The case is happily resolved, thank you for your support.

I fondi di 1.000 € sono stati correttamente accreditati sul mio conto bancario. Il caso è felicemente risolto, grazie per il supporto

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

Dear Valentyno003,

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,

Jean