Slots Gallery Casino - Η ανάληψη των κερδών του παίκτη καθυστέρησε.

I requested a cash out after playing normally through the casino. Nothing was unusual, I deposited multiple times then accumulated 600AUD of wins through multiple games. I requested the cash out a week ago and have never waited this long. I have been a customer for years. I had no explanation every time I queried with support. They told me the finance department was checking it. Last night my vip manager told me that they are verifying with the game provider and that was the reason for the delay and I had to be patient and wait. I am now not getting responses and I have another 400AUD withdrawal being held so 1000AUD total. Am I expected to wait for weeks? I just want my money and to close the account as im tired of the lack of support and stress

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear darkstorm84,

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

I have been verified for years and cashed out many many times with no wait time more than 48 hours but now they are saying the game provider has to verify it like they are going to try and keep my money and they keep ignoring my requests for help

can somebody please assist. I keep asking for help, sending multiple emails to my VIP manager who is ignoring me and not replying. When I get on the chat support, they say there is no information available and disconnect me from chat so I cannot get back on and ask for support. This is appalling, how am I meant to get any answers. We are now 7 days from original cash out request and it is still sending in pending and has had no movement at all. I am feeling helpless and ignored and my anxiety is through the roof. I need help!!!

Can somebody please help. Its 8 days since I requested the cash out and its still pending and they haven't processed it. They keep disconnecting my chat and ignoring my contact

Can someone please please please help. We are 9 days on from my cash out request and they havent processed it its still pending and they have blocked me from chat support and won't reply to emails. I want to know what is happening and my mental health is declining please help

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

Dear darkstorm84,

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,

Jean