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The first withdrawal request was rejected, putting the money back into my player account after waiting 5 days to receive the payment by card. I then requested the withdrawal of the money again by bank transfer (Revolut). That was on 12/02/2025. I have contacted them through the support they have on their website and they have not answered any of the emails. In the online chat they have to give information about the situation, they always tell me to be patient and that the finance department is doing everything possible to be able to return the money to me as soon as possible. They have not yet notified me about the bank transfer or anything regarding the withdrawal. Thank you.

La primera solicitud de retiro fue rechazada volviendo a poner el dinero en mi cuenta de jugador después de esperar 5 días para recibir el pago por tarjeta. Seguidamente volví a pedir por transferencia bancaria (Revolut) el retiro del dinero. Eso fue el 12/02/2025. Me he puesto en contacto con ellos a través del soporte que tienen en su página web y no han contestado a ninguno de los correos. En el chat online que tienen para dar la información de la situación siempre me dicen que tenga paciencia y que el departamento de finanzas está haciendo lo posible para poder devolverme el dinero cuanto antes. Aún no me han avisado sobre la transferencia bancaria ni nada al respecto del retiro. Gracias.

Dear zhomas,

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,

Kristina

In the end, they have paid me the requested money. I thought they were delaying the payment intentionally. I am not used to playing and it was something I was completely unaware of. Thank you for the reply and for caring. Greetings!

Al final me han ingresado el dinero solicitado. Ya pensaba que estaban demorando el pago intencionadamente. No estoy acostumbrado a jugar y era algo que desconocía por completo. Gracias por la contestación y por preocuparse. Un saludo!

Dear zhomas,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru