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Played and won in various bonus rounds. Chose to withdraw the money but noticed that no money came into the account. Contacted customer service the next day and found out that I needed to send in ID and a copy of the payment card that was used but I would mask certain numbers. Everything was uploaded and I contacted them again on 2/4-26. Got confirmation that the documents were OK and payment would be made soon but they have a backlog so it is taking extra long right now. Have asked them every day since then and get the same answer that their finance is behind and now a reminder has been sent and I should have the money soon. Still haven't seen 1kr. Help!!

Spelade och vann i olika bonusrundor. Valde ta ut pengarna men märkte att inga pengar kom in på kontot. Kontaktade kundtjänsten dagen efter och fick reda på jag behövde skicka in ID samt kopia på betalkort som nyttjats men jag skulle maskera vissa siffror. Allt laddades upp och jag kontaktade dom igen den 2/4-26. Fick bekräftat att dokumenten var OK och betalning snart skulle ske men dom har backlog så tar extra lång tid just nu. Frågat dom sedan dess varje dag och får samma svar att deras finance ligger efter och nu reminder är skickad och jag bör ha pengarna snart. Forfarande inte sett 1kr. Hjälp!!

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Dear Frodo2026,

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 Frodo2026,

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.

Hello,

As usual, I contacted their online support today and was told that my case has now been sent up a level within their company and I should therefore soon receive my money. I asked to speak to someone in the "new" group of more senior people to whom my case was sent, but it was not possible. I still have not received any money (just over 134,000 SEK). I will contact them every single day.

Thanks for the help.

Yours sincerely,

Frederick

Hej,

i sedvanlig ordning kontaktade jag deras support online idag och fick veta att nu har mitt ärende skickats upp en nivå inom deras bolag och jag borde således snart få mina pengar. Jag bad att få tala med någon i den "nya" grupp av mer seniora person dit mitt ärende skickats, men det var inte möjligt. Jag har fortfarande inte fått några pengar (drygt 134.000 SEK). Jag kommer kontakta dom varenda dag.

tack för hjälpen.

Mvh,

Fredrik

Hello

contacted them again and found out they wanted to know how I secured my money and I showed one of the documents they mentioned and asked again today what the status is and when can I get my money? They just referred to the group that handles payments and they on support have now sent another reminder. Nothing is happening and I need my money.

Hej

kontaktade dom på nytt och fick reda på dom ville vet hur jag förskansat mig mina pengar och jag visade upp ett av de dokument som dom nämnde och frågade idag således på nytt vad statusen är och när jag kan få mina pengar? Dom hänvisade bara till den grupp som hanterar utbetalningar och dom på supporten nu skickat ytterligare en påminnelse. Inget sker och jag är i behov av mina pengar.

Dear Frodo2026, thank you for your response. 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?
• 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

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

Dear Frodo2026,

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,

Karla