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I’ve been waiting for my withdrawal to be processed for a week now. My verification is fully completed, yet my withdrawal request is still pending with no progress at all. I contacted support several times and also spoke with them by phone - every time I get the same response: "please wait, it will be processed soon". But nothing actually happens.

I understand that sometimes withdrawals take a bit of time, but a whole week without any real update is not acceptable. I just want to know what is going on and why this is taking so long. I followed all the rules and completed verification, so I don’t see any reason for this delay. I really hope that the casino will finally explain the situation and process my withdrawal.

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Dear Robert.Morrison,

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

Dear Robert.Morrison,

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.

I only received my withdrawal yesterday. It took too long, but I wasn't expecting it either.

Dear player, thank you for your response.

Could you please confirm whether you have received all of your withdrawals? Can we proceed with closing this complaint?

Thank you in advance for your reply.

Best regards,

Attila G.

I have received everything and there are no issues left. You can go ahead and close the complaint.

Dear Robert.Morrison,

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,

Attila Gorkij

Casino.Guru