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Mr Bet

Hello Casino Guru Team,

I would like to file a complaint regarding an outstanding payment.

I requested my withdrawal on July 17th. To date, it has neither been processed nor paid out. My account is already fully verified, so from my perspective, there are no outstanding verification requirements.

I have contacted customer support several times. The only explanation given for the delay was that they are currently experiencing a high volume of withdrawals. Despite this statement, I have received no concrete information about when my withdrawal will be processed.

I consider this delay unacceptable and request that Casino Guru investigate the matter and contact the casino so that my withdrawal can be processed as quickly as possible.

If necessary, I can provide screenshots of the withdrawal request and the chat history with customer support.

Thank you for your support.

Mr Bet

Hallo Casino Guru Team,

ich möchte eine Beschwerde über eine ausstehende Auszahlung einreichen.

Ich habe meine Auszahlung bereits am 17. Juli beantragt. Bis heute wurde sie weder bearbeitet noch ausgezahlt. Mein Konto ist bereits vollständig verifiziert, sodass aus meiner Sicht keine offenen Verifizierungsanforderungen bestehen.

Ich habe den Kundensupport mehrfach kontaktiert. Als Begründung für die Verzögerung wurde mir lediglich mitgeteilt, dass derzeit ein hohes Auszahlungsaufkommen besteht. Trotz dieser Aussage erhalte ich keine konkrete Information darüber, wann meine Auszahlung bearbeitet wird.

Ich halte diese Verzögerung für unangemessen und bitte Casino Guru darum, den Fall zu prüfen und das Casino zu kontaktieren, damit meine Auszahlung schnellstmöglich bearbeitet wird.

Falls erforderlich, kann ich Screenshots des Auszahlungsantrags sowie des Chatverlaufs mit dem Kundensupport zur Verfügung stellen.

Vielen Dank für Ihre Unterstützung.

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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.

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Stay safe.

Dear HoneyJay90,

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