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At the beginning of the year, a limit of 500 euros per month was set for withdrawals from the account. I made a withdrawal of 500 euros on 06/10/2025. As of today, the funds have not been withdrawn. In response to my question, the support service reports that the specified withdrawal method has technical problems and that the situation is being resolved. After that, I suggested withdrawing in any other way, but my request was ignored. As of today, my application for 06/10/2025 has been canceled (at my request). After that, on 06/25/2025, I created 2 applications for 100 and 150 euros. But they are still in waiting mode.

На початку року встановили обмеження на зняття з рахунку 500 евро на місяць. Зробив вивід коштів 500 евро 10.06.2025. Станом на сьогодні кошти не виведені. На моє питання служба підтримки повідомляє, що зазначений метод виводу має технічні проблеми і що ситуація вирішується. Після того я запропонував вивести будь-яким іншим способом, але моє прохання було проігнороване. Станом на сьогодні моя заявка за 10.06.2025 анульована (за моїм проханням). Після цього 25,06.2025 я створив 2 заявки на 100 і 150 євро. Але вони і досі в режимі очікування.

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.

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.

Good afternoon. No funds have been credited to my account. My withdrawal requests remain unprocessed.

Добрий день. Ні кошти не надійшли на мій рахунок. мої заявки на вивід коштів залишаються необробленими

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the canceled withdrawal and the withdrawal limits? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

Hello. Yes, there have already been successful withdrawals from the account.

I confirm that I have passed the KYC check.

I accumulated my winnings without using a bonus.

I sent you the last communication in your email.

Привіт. Так, успішні виводи коштів з рахунку вже були.

Підтверджую проходження перевірки KYC.

Свій виграш накопичив без використання бонусу.

ОСтаннє спілкування скинув Вам на пошту

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello alexeydp85, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of ZoloBet Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have e-mailed the casino representative, hopefully we will hear back soon and get a casino statement before the timer runs out.

Dear alexeydp85,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej