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Current available balance: EUR 16,373.23

Pending withdrawal (already deducted from balance): 500 EUR

Total in the account: 16,873.23 EUR

Situation description:

On 05/09/2026 I requested a withdrawal of 500 EUR (the maximum daily amount allowed according to the casino's terms) via SEPA transfer. My account has been verified (KYC) since its opening.

According to the casino's own Terms and Conditions, the maximum processing time for withdrawals is 3 business days (72 hours). Those 3 days have passed, and the withdrawal is still listed as "PENDING," with no changes.

I contacted live chat support on 07/09/2026, where an agent (Vlada) confirmed that the request was "in process" and that the usual timeframe was up to 72 hours, without giving me any further explanation about the delay.

I also sent an email to support requesting that they expedite the withdrawal, without receiving a response regarding it (I have only received promotional communications from the casino).

As of today, the withdrawal of 500 EUR remains unprocessed, exceeding the maximum time limit set by the operator in its terms.

Given that the daily withdrawal limit is €500, I will have to request multiple successive withdrawals to reach the total of €16,873.23. If the first withdrawal of €500 is already experiencing this unjustified delay, I am concerned that I will have to file a separate claim for each subsequent withdrawal required to recover all of my winnings.

I request mediation so that the casino proceeds with the payment of the pending withdrawal, clarifies the situation of the rest of my balance, and guarantees that the next withdrawals I request until the total is completed will be processed within the timeframes established in its own terms and conditions, without me having to open a new claim for each one of them.

Saldo disponible actual: 16.373,23 EUR

Retiro pendiente (ya descontado del saldo): 500 EUR

Total en la cuenta: 16.873,23 EUR

Descripción de la situación:

El 05/09/2026 solicité un retiro de 500 EUR (el máximo diario permitido según los términos del casino) mediante transferencia SEPA. Mi cuenta está verificada (KYC) desde el momento de su apertura.

Según los Términos y Condiciones del propio casino, el plazo máximo de procesamiento de retiros es de 3 días hábiles (72 horas). Han transcurrido esos 3 días y el retiro sigue figurando en estado "PENDING", sin ningún cambio.

Contacté con el soporte por chat en vivo el 07/09/2026, donde una agente (Vlada) me confirmó que la solicitud estaba "en proceso" y que el plazo habitual era de hasta 72 horas, sin darme ninguna explicación adicional sobre el retraso.

Envíe también un correo electrónico al soporte solicitando que agilizaran el retiro, sin recibir respuesta relativa al mismo (únicamente he recibido comunicaciones promocionales por parte del casino).

A fecha de hoy, el retiro de 500 EUR sigue sin procesarse, superando el plazo máximo que el propio operador establece en sus términos.

Dado que el límite diario de retiro es de 500 EUR, tendré que solicitar múltiples retiros sucesivos hasta completar el total de 16.873,23 EUR. Si ya el primer retiro de 500 EUR presenta este retraso injustificado, me preocupa tener que presentar una reclamación independiente por cada uno de los retiros sucesivos necesarios para recuperar la totalidad de mis ganancias.

Solicito mediación para que el casino proceda al pago del retiro pendiente, aclare la situación del resto de mi saldo, y garantice que los próximos retiros que solicite hasta completar el total se procesarán dentro de los plazos establecidos en sus propios términos y condiciones, sin que tenga que abrir una nueva reclamación por cada uno de ellos.

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 Chris810,

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 be 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 within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas