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Good evening,

I have requested a withdrawal since 27/08 and it still hasn't progressed. Is it possible that we have to wait so many days for a withdrawal? Apparently it is done on purpose so that we can gamble away our winnings, just like what happened with the rest of the money I had won.

The winnings were from real money and it is my first withdrawal. KYC has not been requested and in the corresponding field on the page it says that it is not required.

In all communications with the casino, the same answers, that the request is a priority and to be patient.

Καλησπέρα,

Έχω ζητήσει ανάληψη από τις 27/08 και ακόμα δεν έχει προχωρήσει.Ειναι δυνατόν να πρέπει να περιμένουμε τόσες μέρες για μια ανάληψη;προφανώς και γίνεται επίτηδες για να παίζουμε τα κέρδη μας,όπως και έγινε με τα υπόλοιπα που είχα κερδίσει.

Τα κέρδη ήταν από πραγματικά χρήματα και είναι η πρώτη μου ανάληψη.ΚΥC δεν έχει ζητηθεί και στο αντίστοιχο πεδίο στη σελίδα γράφει ότι δεν απαιτείται.

Σε όλες τις επικοινωνίες με το καζίνο οι ίδιες απαντήσεις, ότι έχει προτεραιότητα το αίτημα και να κάνω υπόμονη.

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

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

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