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I'm waiting for 3 withdrawals worth 500€ so far nothing .... And I have 10,000 real balance... They are postponing the payment time

I'm looking for a quick resolution

Estou aguardar 3 saques no valor de 500€ até agora nada .... E tenho 10.000 saldo real... Andam a adiar o tempo de pagamento

Procuro uma resolução rápida

Dear Fofix_898ana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Good evening, I need some help. I've never taken money out of this casino before... If it's the first time... I've played with 20€ and other times I've played with 10€ and I've never won any money... One of the times I put in 20€, I kept playing and I got free spins and I reached 500€. Then I wanted to withdraw the 500€ straight away but it wasn't possible because I had an active bonus and I had to reach x amount of money to have a real balance .... In the meantime I kept playing and reached 1000 but then I looked at the bar and I still had more to bet... I kept playing... Until I had free spins and reached €5,200.

As soon as I reached that amount I immediately thought of withdrawing... then it didn't work out... I could only withdraw €500 because I have level 1.... I made another 500 on Saturday April 5 and another 500 on April 6.

I was left with 3 pending withdrawal requests for €500 I was told it was 3 days to 5 the time has passed they keep postponing and nothing I was left with the real balance 3,700... I continued playing and I now have €10,000 my account has nothing against it they say everything is fine it doesn't need checking... But there is no way to receive the money... they reply to my emails saying that everything is fine with the account but there is only a small delay and the financial department is working to receive my funds quickly.... I'm waiting for a solution, a quick response and for you to help me resolve this situation, please.

Thank you

Boa noite eu necessito de ajuda nunca ainda tirei dinheiro deste casino... Se for é a primeira vez... Eu joguei meti 20 € outras vezes 10€ nunca ganhei dinheiro... Uma das vezes meti 20€ fui jogando saiu me rodadas grátis atingi 500€. Aí queria retirar logo os 500€ mas não dava porque tinha um bónus ativo tinha que atingir um x dinheiro para ficar em saldo real .... Entretanto fui jogando tive nos 1000 mas depois fui ver a barra ainda me faltava apostar mais... Continuei jogando... Até k fui tendo rodadas grátis aí atingi os 5.200€

Assim k atingi esse valor pensei logo retirar.. aí não deu... Só dava para fazer levantamento de 500€ porque eu tenho o nível 1.... Fiz sexta feira 4 abril 500 sábado 5 abril outros 500 e dia 6 abril outros 500

Fiquei com 3 pedidos de levantamentos pendentes no valor de 500€ disseram me k era 3 dias a 5 já passou o tempo vão sempre adiando e nada fiquei no saldo real 3.700... continuei a jogar e tenho neste momento 10.000€ a minha conta não tem nada contra dizem k está tudo bem não precisa de verificação... Mas não há meio de receber o dinheiro...respondem me aos mails dizem k está tudo bem com a conta mas só a um pequeno atraso e o departamento financeiro está a trabalhar para receber os meus fundos rápido.... Aguardo uma solução uma resposta rápida e que me ajudem a resolver esta situação por favor

Obrigada

Thank you for your reply. I understand your dissatisfaction and 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 the 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, please let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.