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I processed my withdrawal on July 26th via SEPA instant. Customer service stated it would be ready within 24 hours.

But now it's been over 24 hours and I still haven't received the money. Customer service has been unhelpful - they just send templated responses without actually solving the problem.

They tell me to email the "specialist team" which I have done without any success.

Thank you for your help.

Jag behandlade mitt uttag den 26 juli via SEPA instant. Kundtjänst angav att det skulle vara klart inom 24 timmar.

Men nu har det gått över 24 timmar och jag har fortfarande inte fått pengarna. Kundtjänst har inte varit till hjälp – de skickar bara mallade svar utan att faktiskt lösa problemet.

De säger att jag ska maila "specialist teamet" vilket jag har gjort utan någon framgång.

Tacksam för hjälp

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

But they said it would take 24 hours,

and I have emailed the "specialist team" several times but they only say that we are working on it and they have said that since 7/26.

but when I talk to customer service they say it's strange that I haven't received the money??

Men de sa att det ska ta 24 timmar,

och jag har mailat "specialistteamet" flera gånger men de säger endast att vi jobbar på det och det har de sagt sedan den 26/7.

men när jag pratar med kundtjänst så säger de att det är märkligt att jag inte fått pengarna??

It still hasn't made any of the payments.

They're saying the same thing they've been doing since 7/26 that they're working on it?

seems very frivolous!

Den har fortfarande inte gjort något utav utbetalningen.

De säger samma sak som de har gjort sedan den 26/7 att de jobbar på det?

verkar väldigt oseriöst!

I tried to make a withdrawal with Mastercard but it didn't work and now it disappeared and I can't make a withdrawal with Mastercard now support says I have to deposit money into another payment to then be able to make a withdrawal???

but says I don't have money to deposit!!!

I don't know how this will turn out, it seems very frivolous and please help me get my money, I'm in great need!

jag försökte göra uttag med Mastercard med det funkade inte och nu försvann den och kan inte göra uttag med Mastercard nu säger support att jag måste sätta in pengar på en annan betalning för att sedan kunna göra ett uttag???

men säger att jag inte har pengar att sätta in!!!

vet inte hur detta kommer bli verkar vara väldigt oseriöst och snälla hjälp mig få mina pengar är i stort behov!

Tried to make a withdrawal with maesteecard after they canceled my withdrawal! But it didn't work they blamed my bank. I contacted my bank and they said there is absolutely no problem with them.

I tell this to the casino they say that I should make the withdrawal again with SEPA which I did yesterday and they said that I should have received my money today but no money yet this is really sick and a really unserious casino!!!!

Försökte göra uttag med maesteecard efter de avbröt mitt uttag! Men det gick inte de skyllde på min bank. Jag kontaktade min bank o de sa att det absolut inte ligger något problem hos dem.

jag säger detta till casinot de säger att jag återigen ska göra uttaget med sepa vilket jag gjorde igår o de sa att jag skulle ha fått mina pengar idag men inga pengar ännu detta är sjukt verkligen e riktigt oseriöst casino!!!!

Dear player,

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.

I havent got my witdrawel?! They are just telling me exuses… i dont know what to do?/ Samira

Dear player, could you please confirm whether your SEPA withdrawals are still showing as pending in your casino account? If so, kindly share a screenshot of the pending withdrawals.

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

Dear player,

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,

Dominika