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My account is verified, I have not received any email for pending documents and my withdrawal is 'Pending' for 5 working days. I have made a request to withdraw €500 and when I contact the chat I keep getting the same response. They are doing everything they can to process my request as soon as possible but there is a workload.

Ο λογαριασμός μου είναι verified, δεν έχω λάβει κανένα email για εκκρεμή έγγραφα και η ανάληψή μου είναι 'Pending' για 5 εργασιμες ημέρες. Εχω κανει αιτημα για αναληψη 500€ και οταν επικοινωνω με.το chat παιρνω συνεχεια την ιδια απαντηση. Οτι κανουν οτι ειναι δυνατον για να προωθηθει το αιτημα μου το συντομοτερο δυνατο αλλα υπαρχει φορτος εργασιας.

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 Pemny,

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

My account is verified and my request is simply pending.

Ο λογαριασμος μου ειναι επαληθευμενος και απλα το αιτημα μου εχει παραμεινει στο εκκρεμει.

Dear Pemny,

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.

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

Dear Pemny,

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