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Casino processed one withdrawel within their 3 business days rules. Then later with other withdrawels they will not pay out anymore. They keep coming up with the same excuse. Saying the financial department knows about your delay but they are very busy. Almost 2 weeks now since one of the withdrawels and not even processed, hoping you will cancel your withdrawel. Id say a casino like that should not be so highly rated on your website.

How exactly does this have an 8.6 is weird to me casinoguru? Look at the reviews. When will you bring ratings down, its misleading for the people that visit your website.

Dear Jfoppen198,

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,

Kristina

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.

Hi kristina, thanks for your reply. So I took your advice and waited the period you have stated. Then I contacted their support again and they keep coming back with that the finance department is busy. Still no sign of processing any of them

Thank you for your reply. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When exactly did you make the last successful withdrawal, and how many days did it take to be processed?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Hi,

12/07/25 was the last withdrawel and was processed within 4 days

With verification they have and still have now that my account doesnt need verification. I have submitted a screenshot

No bonus was used. The withdrawel that was processed is gained with the same deposit as the other ones.

Last time I checked with live chat, 2 days ago, they had a new answer. Stating that it has been processed but not by my financial institution. Although I can still cancel the withdrawels in my account. You really need to warn people as people use your site for guidance.

So now it had been 3 weeks

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Oh my god, its been 4 weeks. Not even going to bother. They will not pay out, it is very simple. Ill just cancel them and play on a different site. Hopefully you can warn your customers, with your 8.6 rating for them

I understand your frustration, but at the same time, I must emphasize that we need to gather as much information as possible about each case before confronting casinos. However, if you are no longer interested in proceeding with this case, please let me know, and I will close the complaint. Thank you.

Dear Jfoppen198,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru