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I won $50 off a no deposit coupon. I completed play through. I got my account fully verified. I made a verification deposit ($10). I get an error when trying to make a withdrawal. They keep telling me their IT department is looking at it but after 5 days of not being able to withdrawal it seems kind of sketchy. I asked if the issue was for me or everyone using the site and they’re giving me nothing to go on.

Dear xpolynate,

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


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.

Thanks for your reply. My KYC has been completed. It’s not that the money hasn’t appeared in my account. I keep getting an error message when trying to withdrawal. I’ve tried clearing my cache, using different devices, wallets, etc. They keep telling me to do the same few steps and then tell me their withdrawal processor is down. But I haven’t heard this from anyone else that plays on the site. It’s all good on their end and they’ve said I should be able to withdrawal but nothing is happening.

Dear xpolynate,

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. I still can’t withdraw my winnings and seem to be getting no help. Just constantly given excuses. I don’t blame support for not knowing how to fix the issue but it’s getting quite frustrating. Thank you

Thank you xpolynate for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

They finally sent me my money manually after a few weeks of trying to withdrawal myself. Thank you.

Hello, xpolynate,

What great news!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Branislav, Casino.guru