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Good morning, I'm sorry to have to file a complaint, but I'm currently having serious difficulty receiving the payment. Today marks the 15th business day, and this morning, after chatting with a representative, I received the same response: the withdrawal is delayed because there are so many requests. We'll send a reminder, prioritizing your withdrawal request. They can't contact their Finance Department directly.

Buongiorno, mi spiace dover mandare un reclamo, ma al momento ho serie difficoltà a ricevere l'accredito. Oggi sono 15 giorni lavorativi e stamattina dopo la chat con un operatore mi ha risposto di nuovo la stessa cosa: il prelievo è in ritardo perché ci sono tante richieste, mandiamo un sollecito mettendo in priorità la sua richiesta di prelievo, non possono mettersi in contatto diretto con il loro Dipartimento finanziario...

Dear Capretta92,

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 I can fully understand the situation.

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Good morning, thank you for your willingness to resolve the issue.

Yes, I've played in the past and invited a good amount of money, and I received the funds within 7-8 business days. I also wrote to the forum for help (without a complaint).

I played without bonuses and won without them and passed the KYC verification.

I contacted the customer service center again this morning, and they keep telling me the same thing. I've copied the last conversation I have in my email, if necessary. The operator repeats that the withdrawal is delayed due to high withdrawal requests, and then tells me it's a temporary hold for the same reason. She confirms that the withdrawal will be processed in the next few days, but I've been hearing this for a week now. If you need the chat conversation, I can forward it to you.

I remain available for any need.

Buongiorno, grazie per la vostra disponibilità ad risolvere la problematica.

Si in passato ho già giocato ed ho invito una somma buona ed ho ricevuto le somme dopo 7/8 giorni lavorativi. Avevo scritto anche qui al Forum per l'aiuto (senza reclamo)

Ho giocato senza bonus e vinto senza essi e passato la verifica KYC.

Ho provveduto stamattina a riscrivere nuovamente al centro assistenza e mi dicono sempre le stesse cose, se fosse necessario ho fatto la copia dell'ultima conversazione che ho sulla mia e-mail. Su questa conversazione l'operatore mi ripete nuovamente che il prelievo è in ritardo per elevate richieste di prelievo e successivamente mi dice che si tratta di un blocco temporaneo causato sempre per lo stesso motivo accennato. Mi conferma dicendo che in questi giorni il prelievo sarà elaborato, ma questo me lo sento dire ormai da 1 settimana. Se avete la necessità della conversazione via chat ve la posso inoltrare.

Resto a disposizione per qualsiasi necessità.

Good morning, I'm writing to let you know that this morning I received a confirmation from the Divaspin website that the withdrawal was completed!! 🙂 I have to wait up to 3 business days to see it in my bank account. As soon as I receive the funds in my account, I'll let you know.

I think it was only possible thanks to your help. Thank you, and I'll let you know as soon as I have the balance in my account. Thank you very much, and keep up the good work.

Buongiorno, scrivo per comunicarvi che stamattina ho ricevuto dal Sito Divaspin che il prelievo è stato completato!!🙂 devo attendere fino a 3 giorni lavorativi per vederlo sul mio conto corrente, appena ricevo i fondi sul conto Ve lo comunico.

Penso che sia avvenuto solo grazie al vostro aiuto, vi ringrazio e appena ho il saldo sul conto ve lo comunico. Grazie mille e buon lavoro

Thank you for your replies. I'm glad to hear that the casino completed your withdrawal request. Please let me know once you receive the money. I appreciate your kind words and your cooperation.

Good morning, I confirm that I received the money in my bank account this morning. Thank you for helping me resolve the situation. Good luck!

Buongiorno, confermo di aver ricevuto la somma sul conto corrente stamattina. Vi ringrazio per avermi aiutato a risolvere la situazione. Buon lavoro!!!

Dear Capretta92,

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