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I made a small win of 500 euros I made a withdrawal on June 26 and they still haven't credited me anything telling me several excuses after excuses about the withdrawal times can you help me

Ho fatto una piccola vincita di 500 euro ho eseguito un prelievo in data 26 giugno e ancora non mi hanno accreditato nulla dicendomi più volte scuse su scuse sui tempi di prelievo potete aiutarmi

Hello,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

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.

OK, thanks a lot

Ok grazie mille

I contacted the casino again today to find out about my withdrawal, they were unable to give me any answer and they dismissed me by saying that sooner or later the customer service will arrive, pending withdrawal of 500 euros from June 26th

Ho contatto oggi nuovamente il casinò per sapere del mio prelievo non mi hanno saputo dare nessuna risposta e mi hanno liquidato dicendo aspetti prima o poi arriverà quelli del servizio clienti, prelievo in sospeso di 500 euro dal 26 giugno

Thank you for your response.

Have you made any successful withdrawals from this casino before?

Could you kindly specify if you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

Yes, I have already made other successful withdrawals in the past, no, the winnings were not part of the bonus also because they do not allow you to withdraw if you have not met the wagering requirements, they have never asked me for any verification, the past withdrawals had always been successful.

Sì ho già effettuato altri prelievi in passato andati a buon fine , no la vincita non faceva parte di bonus anche perché loro non ti permettono il prelievo se non hai rispettato i requisiti di giocata , non mi hanno mai chiesto nessuna verifica i prelievi passati erano sempre andati a buon fine.

I understand that the account is verified and they have never asked me for additional documents.

Mi risulta che l account è verificato e loro nn mi hanno mai chiesto documenti aggiuntivi

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the delay in processing your withdrawal at veronika.f@casino.guru. Thank you for your patience and cooperation.

Ok I'll do it right away

Ok provvedo subito

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

Dear Ada_80,

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,

Veronika