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They don't process withdrawals.

They don't respond properly, they just say they're running late.

They've stopped replying to emails from support and there's no other contact.

Não processam os levantamentos.

nao respondem devidamente apenas dizem que estão com atrasos.

Deixaram de responder aos e-mails no support e não há outro contacto.

Dear zewers,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.

Have you made any successful withdrawals before?

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

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello,

yes, I've made withdrawals before and I haven't had this problem.

I'm not asked for KYC verification, it says it doesn't require verification.

It wasn't through bonuses, I never accept them.

Thanks for your help.

Olá,

sim já fiz levantamentos anteriormente e não tive este problema.

A verificação KYC não me é solicitada, diz que não requer verificação.

Nao foi através de bônus, nunca os aceito.

Obrigado pela ajuda.

Hello again,

Following your complaint, I would like to inform you that I have received a reply from support and one of the two withdrawals has been processed, thank you in advance for your support.

Only a withdrawal of €420 requested on 17/03 is still pending, which is also well overdue.

In any case, they've already sent me the withdrawal that's been pending since March 12th, now let's wait for them to process the other one.

Thank you.

Ola outra vez,

No seguimento da reclamação informo que obtive resposta do support e um dos dois levantamentos foi processado, desde ja agradeço o v/apoio.

Fica apenas pendente um levantamento de 420€ solicitado no dia 17/03 que tambem está bastante atraso.

De qualquer forma já me enviaram o levantamente que estava pendentente desde o dia 12/03, vamos agora esperar que processem o outro.

Obrigado.

I'm glad to hear that. Has the casino informed you when your withdrawal of €420 would be processed and paid out?

Hi Veronika,

No, they haven't given me that information, but I've already asked, so let's wait.

Thank you very much for your support.

Ola Veronika,

Não, nao me deram essa informação, mas já questionei, vamos aguardar.

Muito obrigado pelo vosso apoio.

Hello, Veronika,

The matter has been resolved.

I've received everything that was outstanding.

Thank you very much for your support.

Olá Veronika,

Assunto resolvido.

já recebi tudo o que estava pendente.

Muito obrigado pelo v/apoio.

Dear zewers,

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,

Veronika Fritz

Casino.Guru