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I reported my winnings for payment on 25.05.2025. The waiting time is very long. On 9.06.2025, a confirmation of payment was sent. Today is 13.06.2025, they claim that the transfer went through, but they can't send me a confirmation and I have to wait. I have withdrawn smaller amounts without a problem (1000zl). Communication is a disaster. Wait, the finance department is working on sending you a confirmation.

Dear kamilk,

Thank you very much for submitting your complaint. I’m sorry to hear about the long wait for your payment and the poor communication you’ve experienced with the casino.

To help us look into this and assist you better, could you please clarify the following:

• Could you confirm which payment method you used for this withdrawal?
• Have you received any funds at all so far, or is the entire amount still pending?
• Did the casino provide any transaction reference number or partial proof of payment in any of their messages?
• If you have any chat transcripts or emails with their support or finance department, please forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

withdrawal. bank transfer. no funds were credited. transfer confirmation was also not provided to me. i sent you ss.

casino still tells me to wait. finance department is checking the case. same thing for me every day.

Thank you very much, kamilk, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear kamilk,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Vox Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Good day,

I see that you really tried to withdraw funds and the payment is marked with the "Error" status. At the moment, I have contacted the finance department and am waiting for their response. Please do not worry. I will definitely help you solve this problem.

today the money was returned to the balance. They claim that they do everything manually and then there is a system error ;/

The site, despite knowing about the problem, returns the money to the balance instead of making another transfer? \

I do not intend to wait another month to find out that there was another error.

I have created a new payment. Please take care of it express.

no answers!

Good afternoon,

We are currently looking into this issue as this is an isolated case. Don't worry, we will definitely help you with this issue.

After reading posts on the forum and other people, my case is the most common! You haven't done anything about it for almost 2 weeks. And further dragging the topic out doesn't change anything.

payouts as there was no such thing. I play for many years and it is expensive such a case. only that another casino after reporting solved my problem in 24 hours!!

today the payment reached the account. it's a shame it took so long. the bad taste remains.

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

Dear kamilk,

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,

Jana