Casino Lab - Игрок еще не получил свой выигрыш.

Made a withdrawal on the 19th . They say all withdrawal are processed within 3 working days but my withdrawal is still under review on 29th . I have been told that it is due to high demand then that changed to being verified on the 24th then sent back to dept for further verification . Now it has changed back to high demand. I have raised a formal complaint which was completely dismissed . I have also give 2 lots of 24 hour deadlines as well as asking for supervisory reviews . Again both dismissed . Now support are saying that they do not have translaters and can only respond on English. Even though my emails are in English and so am I lol and also giving ai generated responses and not dealing with my question .. i still do not know how much longer it will be as the only point of contact now is live chat and they are useless

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 Amanda068,

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

Can i just add that my account is fully verified , i even asked if they needed any extra documentation and they confirmed that I didn't.. ive played with these guys in the passed and had no issues but after reading recent reviews im getting concerned esp after they have continually lied and backtracked

It has now been 14 days and i still have recieved my winnings it is still under review . Yesterday I recieved a generated email from support stating my withdrawal had been scheduled for processing . So to me they havent even started processing it yet

I have now been locked out of live chat and getting no response from support via emails

They have also ignored 3 seperate formal complaints

Dear Amanda068,

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.

No still not recieved it and have been locked out of chat and nit get responses from support either

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

Dear Amanda068,

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,

Karla