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Good afternoon

On 23.08.2025 I made a withdrawal request for 190 euros, which has already been canceled 3 times today for the 4th time I made the withdrawal request again and they don't solve the problem.

On the 3rd day they simply cancel the withdrawal and the attendants say I have to wait.

I'm going to make a formal complaint about this application to other institutions, because they're playing games with people

I want the problem solved as soon as possible

Boa tarde

Dia 23.08.2025 fiz um pedido de saque de 190 euros, no qual já por 3 vezes que é cancelado hoje por a 4 vez fiz o pedido de saque Novamente e não me resolvem o problema

Quando chega ao 3 dia simplesmente cancelam o saque e os atendentes dizem que eu tenho de aguardar.

Eu vou fazer uma queixa formal desta aplicação em outras instituições, porque andam a brincar com as pessoas

Quero o problema resolvido o quanto antes

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

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Still not processed well, simply canceled every time

Ainda não foi processado bem aceite, simplesmente cancelado todas as vezes

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.

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