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The casino doesn't want to approve my withdrawals. I submitted my first withdrawal to a card on May 9th, which was rejected on the 15th due to a technical issue, so I requested a withdrawal via wire transfer. They haven't approved the withdrawal since then. My profile doesn't require KYC verification, but I sent them the documents by email. My first deposit was in crypto, I got a welcome bonus, which I wagered. I deposited from my account, I canceled a withdrawal yesterday and requested it in crypto.

A Kaszino nem akarja jóvá hagyni a kifizetéseimet. Május 9-én nyújtottam be az első kifizetést kártyára ami technikai probléma miatt elutasításra került 15-én, így utalással kértem a kifizetést. Azóta sem hagyták jóva a kifizetést. A profilom nem kér KYC azonosítást, de elküldtem nekik e-mailben a dokumentumokat. Első befizetés kriptoban volt, kaptam üdvözlő bónuszt, amit megforgattam. Befizettem a számlámról., egy kiutálást töröltem tegnap és Kryptoban kértem ki.

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 Lakatos93,

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

Dear Klara, it has not been approved and is currently being processed.

Kedves Klara nem hagyták jóvá feldolgozás alatt van folyamatosan.

Dear Lakatos93,

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! I did not receive it, the payment is still pending. The account details are under review. KYC verification is not required.

Kedves Karla! Nem kaptam meg , még mindig függőben van a kifizetés. Ellenőrzés alatt vannak a fiók adatok. KYC hitelesítes nem szükséges.

Dear Karla, a payment of 190,000 HUF has been approved, it will arrive in my account in a few days. Thank you.

Kedves Karla egy 190.000 Ft-os kifizetést jóváhagytak, pár napon belül megérkezik a számlámra. köszönöm.

The 190,000 thousand forints has arrived. The other amount has been under processing since May 27. It will probably be paid out as well.

Megérkezett a 190.000 ezer forint. A másik összeg feldolgozás alatt május 27-e óta. Valószínűleg az is kifizetesre kerül.

Dear Lakatos93, thank you for your response.

Happy to hear that part of your funds have already arrived.

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

Dear Karla! I received my first payout on June 1st. From this date, the 3 business day processing date for the new payout should be calculated. I played with a deposit, a deposit bonus, and did not bet on a sporting event.

Kedves Karla! Az első kifizetést Június 1-jén kaptam meg. Ettől a naptól kell számítani az új kifizetés feldolgozásának 3 munkanapos dátumát. Befizetéssel, befizetési bónusszal játszottam , sporteseményre nem fogadtam.

Dear Lakatos93,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia, (lucia.s@casino.guru)

. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

There's no need to contact the casino yet. I think they'll intercept it and send it as soon as they check it.

Még nem szükséges felvenni a kaszinóval a kapcsolatot. Szerintem elfogják küldeni amint ellenőrzik.

Hello Lakatos93,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

As per your request, I will wait 7 days to see whether the remaining funds are paid out to you.

If the outstanding amount is not received within that timeframe, I will then proceed to invite the casino to join this conversation so that we can seek clarification and work towards resolving the issue.

Please keep me informed of any developments in the meantime.

Respectfully,

Lucia

Dear Lúcia, At the suggestion of customer service, I canceled the payment and requested it to my account that had already been successfully paid.

Kedves Lúcia! Az ügyfélszolgálat javaslatára töröltem a kifizetést, és arra a számlámra kértem, amire már sikeresen történt kifizetés.

Dear Lakatos93,

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,

Lucia S

Casino Guru