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Good evening, I have a problem with this site. I was told that withdrawals would take 3 to 5 business days, excluding Saturdays and Sundays. I made a withdrawal request on 01/26/25 and as of today, the withdrawal process still states: "We are reviewing your verification request."

I've sent several emails asking for information and whether I need to send any documents for verification, and they replied that nothing was needed. They kept telling me to wait the 3 to 5 days to see the operation completed and that they would send me an email to confirm the payment. To this day, I haven't seen anything, and the process remains stuck on the same message: "We are reviewing your withdrawal request." I don't know what to do to get the money I've won. Attached is one of the responses they sent me via email, and they are always the same — not providing explanations but just repeating what they wrote in the email. I don't know what else to do.

Buonasera, ho un problema con questo sito , in quanto mi hanno detto , che per il prelievo ci andavano dai 3/5 giorni lavorativi esclusi sabato e domenica , ho fatto richiesta di prelievo il 26/01/25 e ancora ad oggi vedo la procedura di prelievo con la dicitura : stiamo controllando la tua richiesta di verifica .

ho mandato diverse mail chiedendo informazioni e se dovessi mandare dei documenti per la verifica e loro hanno risposto che non serviva nulla, mi dicevano sempre che dovevo aspettare questi 3/5 giorni per vedere l’operazione completata e che mi avrebbero mandato mail per la conferma di avvenuto pagamento da parte loro . Ad oggi non ho ancora visto nulla e la pratica è ferma sempre a quella dicitura stiamo controllando la tua richiesta di prelievo . Non so come fare per poter avere questi soldi vinti . Metto in allegato una delle risposte che mi hanno mandato via mail e sono sempre tutte così uguali , non danno spiegazioni ma si limitano a dire solo quello che hanno scritto nella mail . Non so più cosa fare .

Dear mattiapugliesi,

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,

Kristina

The withdrawal has not been approved yet, I have not been asked to send verification documents, nothing has been done yet… so I don't know what to do

Il prelievo non è ancora stato approvato , non mi è stato chiesto di inviare documenti di verifica, non è stato fatto nulla ancora … quindi non so come comportarmi

Thank you for your reply, mattiapugliesi. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Ok fine, I'll wait another week and see what happens.

Ok va bene , attendo allora ancora una settimana e vediamo cosa succede .

They canceled my first withdrawal request saying that my bank did not accept it… I asked my bank but they said they did not refuse anything… so I feel like I was being fooled… I tried to request another withdrawal again… but I don't think they are sending again… what can I do?

Mi hanno annullato la prima richiesta di prelievo dicendo che la mia banca non ha accettato … ho chiesto alla mia banca ma ha detto che non ha rifiutato nulla… quindi mi sento preso in giro … ho riprovato a richiedere un altro prelievo … ma secondo me non inviano di nuovo … cosa posso fare?

Thank you for your reply, mattiapugliesi. 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 post a screenshot of your withdrawal history here in this thread?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

I have never withdrawn, I have deposited two amounts of 10 in the past and they gave me the bonus of 20 euros, I made 700 euros of winnings and losses and I transformed the bonus into real 435 euros, and for a full month I have been trying to withdraw them, they cancelled the withdrawal twice and now I have tried with a different method, therefore via bank transfer, but I am still waiting .. I would like to resolve and withdraw the winnings made…

Non ho ancora mai prelevato , ho versato in passato due importi da 10 e mi hanno dato il bonus di 20 euro , ho fatto i 700 euro di vincite e perdite e ho trasformato in dal bonus a reali 435 euro , e da un mese pieno abbondante che cerco di prelevarli , mi hanno annullato due volte il prelievo e ora ho provato con un metodo diverso , quindi tramite bonifico , però sto ancora aspettando .. vorrei risolvere e prelevare la vincita fatta…

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

In the end they managed to dispense the withdrawal, so everything went well. Thank you very much

Alla fine sono riusciti ad erogare il prelievo , quindi andato tutto per il verso giusto . Grazie mille

Dear mattiapugliesi,

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, 

Kristina

Casino.Guru