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Although the website states that withdrawals are completed within 3 business days, 10 days have already passed and there has still been no progress. I can understand that there may be a high volume of requests, but this does not justify such an excessive delay.

I am waiting to receive the amount of €7,000. How long am I supposed to wait exactly? A year? This situation is unacceptable.

Moreover, whenever I ask about KYC verification, I am told that my account does not require verification, yet I am certain that I will eventually be subjected to unnecessary delays and complications through this process as well.

I wish to formally report this incident, as the casino is violating its own terms and conditions and showing a complete lack of respect toward its customers. This is a totally unreliable casino.

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 mar_z95,

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

No KYC has been requested. The site says that the account does not need verification at this time and I also received a written response via email that verification is not required. So they cannot claim that they are delaying payment due to not completing KYC.

Δεν έχει ζητηθεί KYC. Στο site γράφει ότι ο λογαριασμός δεν χρειάζεται επαλήθευση προς το παρόν και έχω και γραπτή απάντηση μέσω mail ότι δεν χρειάζεται επαλήθευση. Άρα δεν μπορούν να επικαλεστούν ότι καθυστερούν να πληρώσουν λόγω μη ολοκλήρωσης KYC.

Update 14th day.

I had a hope that the first 3 payments would be completed today since it's 14 days, as happened with other users, but nothing.

Casino Guru, I need your help as this delay is now unjustified and is causing me great concern and anxiety.

Thank you in advance.

Update 14η μέρα.

Είχα μια ελπίδα μήπως σήμερα ολοκληρωθούν οι 3 πρώτες πληρωμές αφού είναι στις 14 μέρες, όπως συνέβη με άλλους χρήστες, αλλά τίποτα.

Casino Guru χρειάζομαι τη βοήθεια σας καθώς αυτή η καθυστέρηση πλέον είναι αδικαιολόγητη και μου προκαλεί μεγάλη ανησυχία και άγχος.

Σας ευχαριστώ εκ των προτέρων.

Dear mar_z95,

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.

Dear Karla,

No progress unfortunately. The pending withdrawals are still under review, they haven't even progressed to one of the next levels. At noon I even sent an email to support and got the same general response again, that they apologize and that my case is being reviewed and that they will try to prioritize it. All my conversations with support have been via email and I can attach the relevant screenshots to you at any time.

Αγαπητή Karla,

Καμία εξέλιξη δυστυχώς. Οι εκκρεμείς αναλήψεις είναι ακόμα υπό εξέταση, δεν έχουν προχωρήσει καν σε ένα από τα επόμενα επίπεδα. Το μεσημέρι μάλιστα έστειλα email στο support και πήρα πάλι την ίδια απάντηση γενικού περιεχομένου, ότι ζητούν συγνώμη και πως η υπόθεση μου εξετάζεται και πως θα προσπαθήσουν να τη βάλουν σε προτεραιότητα. Όλες οι συνομιλίες μου με το support έχουν γίνει μέσω email και μπορώ οποιαδήποτε στιγμή να σας επισυνάψω τα σχετικά screenshots.

Dear mar_z95, 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?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

Good evening!

I received some payments yesterday for the first time from this particular casino.

I had an active €100 deposit bonus and after I reached the €7,000 required to be wagered, the money was added as a real balance.

I played casino games.

I have received €1,500 and there is still €5,500 left.

The conversations I am currently having concern the 3 payments I received yesterday, I have not contacted them yet for the remaining money.

Καλησπέρα!

Έλαβα χθες κάποιες πληρωμές πρώτη φορά από το συγκεκριμένο casino.

Είχα ενεργό bonus 100€ λόγω κατάθεσης και αφού έφτασα στα 7.000€ που απαιτούνταν τζιράρισμα, τα χρήματα προστέθηκαν ως πραγματικό υπόλοιπο.

Παιχνίδια casino έπαιξα.

Έχω λάβει 1.500€ και υπολείπονται ακόμα 5.500€.

Οι συνομιλίες που έχω αυτή τη στιγμή αφορούν τις 3 πληρωμές τις οποίες έλαβα χθες, για τα υπόλοιπα χρήματα δεν έχω επικοινωνήσει μαζί τους ακόμα.

Hello mar_z95,

Thank you for the update. To clarify the remaining part of the case, could you please confirm the following:

1. On which date(s) were the remaining withdrawal requests for the €5,500 submitted?
2. Are the remaining withdrawals currently shown as pending, under review, or approved in your account?
3. Has the casino provided any specific reason or timeframe for processing the remaining balance, or only generic responses so far?

Once we have this clarification, we will proceed with the next steps.

Karla

Good morning.

I received an additional withdrawal.

My pending withdrawals currently have dates 26/01, 27/01 and 02/02, which have a status of "under review".

There is still €3,500 left in my account.

In the previous emails I sent to the casino, the responses were very general without any timeframe for this and I did not send them again and asked for help from you.

Thank you in advance.

Καλημέρα.

Έλαβα μια επιπλέον ανάληψη.

Οι εκκρεμείς αναλήψεις μου αυτή τη στιγμή έχουν ημερομηνίες 26/01, 27/01 και 02/02, οι οποίες έχουν status «υπό εξέταση».

Υπολείπονται ακόμα 3.500€ στο λογαριασμό μου.

Στα προηγούμενα email που έστειλα στο casino οι απαντήσεις ήταν πολύ γενικές χωρίς κανένα timeframe για αυτό και δεν τους ξανά έστειλα και ζήτησα βοήθεια από εσάς.

Σας ευχαριστώ εκ των προτέρων.

Dear mar_z95,

It looks like the remaining withdrawals should be processed without any issues.

Would you agree to have this complaint marked as resolved?

Of course, if any further complications arise, you’re always welcome to contact us again—either to reopen this case or submit a new complaint.

Best regards,

Karla

I'm just afraid that if I mark it as resolved I might have bigger problems than the casino.

For example, now I have 2 pending withdrawals, one of which is 15 days old and the other is 14 days old, and they are still stuck.

Απλώς φοβάμαι πως αν το επισημάνω ως επιλυμένο ενδεχομένως να εχω μεγαλύτερα προβλήματα απο το καζίνο.

Για παράδειγμα τώρα πάλι έχω 2 εκκρεμείς αναλήψεις οι οποίες σήμερα φτάνουν τις 15 μέρες η μία και τις 14 μέρες η άλλη και πάλι έχουν κολλήσει.

Dear mar_z95,

Thank you for your honest response — I completely understand your concern.

To properly assess the current situation, could you please provide the following:

• Screenshots of the two currently pending withdrawals clearly showing their status (e.g., "under review")

• The exact dates when each of these two withdrawals was requested

• The amount of each individual withdrawal

Please make sure the screenshots clearly show the request date, amount, and current status in your casino account.

Once we have this information, we will be able to determine whether the processing time has exceeded a reasonable timeframe and proceed accordingly.

Thank you in advance for your cooperation.

Dear Karla,

The 2 payments that I mentioned before are now completed after 17 days.

The current withdrawals which are in progress are those 3 that you can see in pictures.

Three in total, the dates are 16, 17 and 18 of February, 500 € each.

Dear mar_z95,

Thank you for your update.

Since the three current withdrawals (€500 each from 16, 17 and 18 February) are still within a similar timeframe as your previously processed payments, we will need to allow the casino a reasonable processing period before taking further action.

In the meantime, I would like to clarify a few points:

1. Are all three withdrawals currently shown as "under review" in your account?
2. Has the casino provided any updated timeframe for these specific withdrawals?
3. Have you received any new requests for verification or additional documents since the last payments were processed?
4. Does your account currently show as fully verified in the profile section?

Please keep us informed of any status changes (approval, cancellation, or payment received), and if possible, provide a fresh screenshot showing the current withdrawal status.

We will continue monitoring the situation closely.

Karla

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mar_z95,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla