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am submitting a complaint regarding three pending withdrawal requests that have not been processed.

I made my first withdrawal request on 22/06, and since then I have submitted a total of three withdrawal requests. All of them are still in "pending / under review / processing" status, without any progress to "processed" or "completed".

In the past, my withdrawals from this casino were processed very quickly (usually within 1–2 working days), and I never experienced delays like this before. However, this time the situation is completely different.

I have contacted customer support multiple times. Each time I receive generic responses such as:

there is a high volume of withdrawal requests,

the financial department is handling the case,

the withdrawals are safe and will be processed soon,

and that I should wait for further updates.

Despite these assurances, there has been no actual progress or change in the status of my withdrawals.

I have also submitted an escalation request, but I still received the same standard replies without any specific information such as:

exact processing stage,

whether the withdrawals have been sent to a payment provider or bank,

or any estimated timeframe for completion.

At this moment, all three withdrawals remain stuck in the same status with no visible movement.

I would like to clarify that:

My account is fully verified (no KYC issues have been requested recently),

No withdrawals have been rejected or cancelled,

I have not been informed of any violations or restrictions on my account.

I am concerned because the delay is significantly longer than my previous experience with this casino, and I am unable to receive any clear information about the actual status of my funds.

I am requesting assistance in resolving this matter and clarification regarding the current status of my withdrawals and expected processing time.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear nickmele,

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

22/06/2026 – First withdrawal request submitted 500€

23/06/2026 – 24/06/2026 – Withdrawal remained in "pending / under review" status

25/06/2026 – Second withdrawal request submitted (still no progress on the first one) 800€

27/06/2026 – Third withdrawal request submitted 500€

28/06/2026 – 03/07/2026 – All three withdrawals remain in the same status ("pending / under review / processing") with no visible movement

Throughout the period – Customer support repeatedly confirmed:

high volume of withdrawal requests

delays in the financial department

withdrawals are safe and will be processed

no specific timeframe or payment stage provided

Current status (03/07/2026) – All three withdrawals are still pending / under review with no change to "processed" or "completed"

The first withdrawal requested on 22/06 was executed today!!

Η πρωτη αναληψη που αιτηθηκε 22/06 εκτελεστηκε σημερα!!

The second withdrawal was also made with a request on 24/6. I will keep you informed about the third, as well as subsequent ones because I still have a balance to withdraw.

Εκτελεστηκε και η δευτερη αναληψη με αιτηση στις 24/6. θα σας κρατω ενημερους και για την τριτη, αλλα και για μεταγενεστερες γιατι εχω ακομα υπολοιπο προς αναληψη.

Dear nickmele,

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.

The second withdrawal was also made with a request on 24/6 and the third withdrawal with a request on 25/6. I will keep you informed as I requested additional withdrawals because I had additional balance.

Εκτελεστηκε και η δευτερη αναληψη με αιτηση στις 24/6 και η τριτη αναληψη με αιτηση 25/6. θα σας κρατω ενημερους γιατι αιτηθηκα επιπλεον αναληψεις επειδη ειχα επιπλεον υπολοιπο.

Dear nickmele, thank you for your response. Please allow me to ask you a few questions, so 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Withdrawals completed

Οι αναλήψεις ολοκληρώθηκαν

Dear nickmele,

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,

Karla Mayfly

Casino.Guru