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Good evening,

I have 2 withdrawals of €500 each. The first was on 7/15 and the second on 7/16. So far 8 business days have passed, 10 calendar days.

I have sent a message to Chat, no response, they told me to wait.

I have sent an email, no response, they told me to wait.

I asked for identification as I haven't done so, they informed me that it is not required.

The deposit was made with Mastercard as was the withdrawal, on the same card. I received a Bonus but did not use the Bonus as the win was on the first 50 euros which were my own money, it was pure deposit money and no amount of Bonus money was used. I immediately cancelled the Bonus and my balance remained. I have not made another withdrawal from the casino as my account is new.

Please could you help me as although I saw that you advised us to wait 14 days, the casino terms I agreed to stated 3 business days.

I have attached evidence regarding the withdrawal.

Καλησπέρα,

έχω 2 αναλήψεις των 500€ η κάθε μια. Η πρώτη έγινε 15/7 και η δεύτερη 16/7. Έχουν περάσει μέχρι στιγμής 8 εργάιμες ημέρες, 10 ημερολογιακές.

Έχω στείλει στο Chat, καμία ανταπόκριση, μου είπαν να περιμένω.

Έχω στείλει Mail, καμία ανταπόκριση, μου είπαν να περιμένω.

Ρώτησα για ταυτοποίηση καθώς δεν έχω κάνει, με ενημέρωσαν πως δεν απαιτείται.

Η κατάθεση έγινε με Mastercard όπως και η ανάληψη, στην ίδια κάρτα. Δέχτηκα Bonus ωστόσο δεν χρησιμοποίησα Bonus καθώς η νίκη ήταν στα πρώτα 50 ευρώ που ήταν δικά μου λεφτά, ήταν καθαρά λεφτά από κατάθεση και δεν χρησιμοποιήθηκε κανένα ποσό από Bonus λεφτά. Ακύρωσα αμέσως το Bonus και έμεινε το υπόλοιπο μου. Δεν έχω πραγματοποιήσει άλλη ανάληψη από το καζίνο καθώς είναι νέος ο λογαριασμός μου.

Παρακαλώ θα μπορούσατε να με βοηθήσετε καθώς αν και είδα πως ενημερώνετε να περιμένουμε 14 ημέρες οι όροι του καζίνο που συμφώνησα ανέφεραν 3 εργάσιμες ημέρες.

Έχω επισυνάψει αποδεικτικά σχετικά με την ανάληψη.

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good evening,

still nothing

Καλησπέρα,

ακόμα τίποτα

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.

Good evening, still nothing, as I wrote before, nothing has arrived and quite a long time has passed.

Καλησπέρα, ακόμα τίποτα όπως έγραψα και προηγουμένος, δεν έχει έρθει τίποτα και έχει περάσει αρκετά μεγάλο χρονικό διάστημα.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you canceled?

Are you able to access your casino account?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Can you confirm that you have passed the KYC verification?

I have asked Support if KYC is required and they confirmed that it is not.

Can you identify the bonus you cancelled?

I deposited 100 euros, got a Bonus of 200, in the first 5-10 Spins the wins started so I didn't get to the point of using Bonus money, I immediately canceled the Bonus since it was doing well for me and I had the right balance, I reached 1250 euros, I withdrew 1000 and played the remaining 250. The Spins were of course under 5 euros.

Can you access your casino account?

I have normal access.

I should note here that the problem is not that I don't have the money, but that the withdrawal is delayed, which has nothing to do with the deposit bonus.

Μπορείτε να επιβεβαιώσετε ότι έχετε περάσει την επαλήθευση KYC;

Έχω ρωτήσει το Support αν χρειάζεται KYC και μου επιβεβαίωσαν πως όχι.

Μπορείτε να μας προσδιορίσετε το μπόνους που ακυρώσατε;

Έβαλα 100 ευρώ, πήρα Bonus 200, στα πρώτα 5-10 Spin ξεκίνησαν οι νίκες οπότε δεν έφτασα στο σημείο να χρησιμοποιήσω Bonus χρήματα, έκανα αμέσως ακύρωση του Bonus αφού με πήγε καλά και είχα το σωστό υπόλοιπο, έφτασα στα 1250 ευρώ, έκανα ανάληψη τα 1000 και έπαιξα τα υπόλοιπα 250. Τα Spin εννοείται πως΄ ήταν κάτω από 5 ευρώ.

Μπορείτε να αποκτήσετε πρόσβαση στον λογαριασμό σας στο καζίνο;

Έχω πρόσβαση κανονικά

Να σημειώσω κάπου εδώ πως το πρόβλημα δεν είναι ότι δεν έχω τα χρήματα αλλά ότι καθυστερεί η ανάληψη, δεν έχει σχέση δηλαδή με το Bonus κατάθεσης.

Good evening again, a total of 14 working days have passed, 18 calendar days, and still nothing.

Καλησπέρα και πάλι, έχουν περάσει συνολικά 14 εργάσιμες ημέρες, 18 ημερολογιακές, και ακόμα τίποτα.

Good morning, I would like to inform you that there is still no progress.

Καλημέρα, να ενημερώσω πως ακόμα δεν υπάρχει καμία εξέλιξη

Good morning,

Please note that I have not received any payment yet.

Καλημέρα,

Να ενημερώσω πως ακόμα δεν έχω λάβει καμία πληρωμή

Good morning, the first ascension has arrived. The second one, which is from July 16, has not yet arrived.

Καλημέρα, έχει έρθει η πρώτη ανάληψη. Η 2η που είναι από 16 Ιουλίου ακόμα δεν έχει έρθει.

Dear player, thank you very much for the update.

Could you please confirm whether you are planning to make any additional withdrawals, or if the only remaining issue is the pending withdrawal from July 16?

The issue is the withdrawal that has been pending since the 16th of the month for now. I have no more active balance. I'm waiting for it to complete so I can play again.

Το ζήτημα είναι η ανάληψη που εκκρεμεί από 16 του μήνα για την ώρα. Δεν έχω άλλο ενεργό υπόλοιπο. Περιμένω να ολοκληρωθει για να παίξω ξανά

For your information, the withdrawal is still pending and I have not received it.

Προς ενημέρωση σας είναι ακόμα σε εκκρεμότητα η ανάληψη και δεν την έχω λάβει

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

Dear player,

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,

Dominika