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I made a withdrawal request on 18/11 4000€. Max withdrawal amount per day 5000€. My account is fully verified. They keep telling me my request is being processed and in the end they do nothing. Do not play at this casino.

Έκανα αίτημα ανάληψης στις 18/11 4000€. Μαξ ποσό ανάληψης ανά ημέρα 5000€. Ο λογαριασμός μου πλήρως ταυτόποιημενος. Συνέχεια μου λένε το αίτημα μου επεξεργάζεται και τελικά δεν κάνουν τίποτα. Μην παίξετε σε αυτό το καζίνο.

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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.

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Dear DimitraMi,

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 request has been pending for a week now. Every day in communication I am told that it is being processed now and it will take a little more time. They do not give me any clear answer. Neither a request processing number nor an estimated time of crediting my amount to my bank account. I ask for your help to pay my withdrawal. I have several screenshots that prove their behavior. Do not prefer this casino.

Το αίτημα μου είναι εκκρεμή μια εβδομάδα τώρα. Κάθε μέρα σε επικοινωνία μου λένε ότι επεξεργάζεται τώρα και θα χρειαστεί λίγο χρόνο παραπάνω. Δεν μου δίνουν καμία σαφή απάντηση. Ούτε αριθμό επεξεργασίας αιτήματος ούτε εκτιμώμενο χρόνο πίστωσης του ποσού μου στον τραπεζικό μου λογαριασμο. Ζητώ την βοήθεια σας να καταβληθεί η ανάληψη μου. Εχω αρκετά στιγμιότυπα οθόνης που αποδεικνύουν την συμπεριφορά τους. Μην προτιμήσετε αυτό το καζίνο.

My request is still pending. In every conversation they apologize and tell me that it is being processed now. I have all the documents to provide you.

Το αίτημα μου εξακολουθεί να παραμένει εκκρεμή. Σε κάθε συνομιλία μου ζητάνε συγνώμη απολογούνται και μου λένε ότι επεξεργάζεται τώρα. Εχω όλα τα ντοκουμέντα να σας τα προσκομίσω

Please check the situation. I can provide you with whatever you need from conversations.

Ελέγξτε την κατάσταση σας παρακαλώ. Μπορώ να σας προσκομίσω ότι χρειάζεται από συνομιλίες.

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

Dear DimitraMi,

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,

Attila