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I made first withdrawal 50$ on 21.10 and still not processed. Account is verified, chat keep saying they have no time frames for withdrawals

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Dear Kali999,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal.

Could you please clarify a few details so we can better understand the situation?

• Have you received any confirmation from the casino that your withdrawal request has been approved or processed?
• Did you use any bonuses prior to these winnings, or were they accumulated from regular play?
• Have you successfully received any withdrawals from this casino in the past, or is this your first one?
• Could you also tell us which payment method you used for the withdrawal and whether it’s the same one you used to deposit?

If you have any relevant communication with the casino (such as emails or chat transcripts), please feel free to forward them to petronela.k@casino.guru so we can review them.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

On the chat they say withdrawal still has the status „new".

i used some bonus.

it’s my first withdrawal.

i used crypto for withdrawal and deposit.

Dear Kali999,

Thank you for your reply.

• Could you please confirm whether your recent winnings were made using bonus funds or real money? This will help us better understand your situation and check if the delay might be related to any bonus terms.

Thank you for your cooperation.

Mostly real money but also 1 free bet

Dear Kali999,

Thank you very much for the update.

To make sure we fully understand your case and to eliminate the possibility that the free bet might have influenced your winnings in any way, could you please request your complete game history from the casino and share it with us?

This will allow us to verify whether your winnings were generated from real funds only or if there was any mix between free bet and real money play. Having this confirmation will help us present your case as clearly as possible when communicating with the casino.

I deposited 200usd, now I have 416usd and 69 usd was from free bet

Dear Kali999,

Thank you for the update and for clarifying how your balance was formed.

• Could you please confirm whether you have already requested your full game history from the casino, as we advised earlier? If not, I’d kindly ask you to do so and share it with us once you receive it.

Having the complete record will help us verify how the winnings were generated.

Dear Kali999,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru