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Hello

This casino is delaying my withdrawal excessively.

Initially I made two withdrawals, which were processed quickly, within a period of 6 hours.

Now I've been lucky and won some nice prizes. When I make my withdrawal request, they just keep giving me the runaround, asking for an explanation, and I've been waiting for over 48 hours. Their terms and conditions state a 48-hour deadline. It seems like a ploy to keep me playing and prevent me from withdrawing more money. My KYC is complete, and I haven't played with any bonuses.

Hola

Este casino está retrasando mi retirada excesivamente.

En un principio hice dos retiradas, que se gestionaron rápidamente, en un plazo de 6 horas .

Ahora tuve suerte y gané premios interesantes, al hacer mi solicitud de retirada, solo me dan largas la pedirles explicación y hace más de 48 horas que estoy esperando. Sus términos y condiciones indica 48 horas de plazo. Me parece una estrategia para que sigas jugando y no poder retirar mas dinero. Mi KYC está completado y no he jugado con bono.

Dear Ganador100,

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello. Thank you very much for your reply.

I understand that withdrawals can be delayed for various reasons, but this is not the norm.

I've been waiting for my withdrawal to be processed for four days, which is twice as long as stated in their terms and conditions. When I ask, they keep telling me that everything is fine and that my withdrawal is in the queue and will be processed in the next few days. These practices make it impossible to withdraw a significant profit. It's important for everyone to be aware of this casino's way of operating.

Hola. Muchas gracias por la respuesta.

Entiendo que las retiradas se puedan retrasar por varios motivos, pero no es lo normal.

Llevo cuatro días esperando que procesen mi retirada, esto es el doble de tiempo del que marcan en sus términos y condiciones, y al preguntar, siguen respondiéndome que todo está correcto y que mi retirada está en cola y que la gestionarán los próximos días. Con estas prácticas hacen imposible retirar una buena ganancia. Es importante que todo el mundo sepa este modo de operar de este casino.

Thank you for your reply, Ganador100. I would like to emphasize again that we always give the casino two full weeks to process each payment. I will keep this complaint open, and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive, and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience, and please, keep me informed about any further developments.

Good morning

I have finally received the withdrawal.

Thank you

Buenos días

He recibido la retirada por fin.

Gracias

Dear Ganador100,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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,

Kristina

Casino.Guru