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I requested a withdrawal, but three weeks have passed without any progress. When I asked about the delay, I received no clear answer—only a comment that the withdrawal was being reviewed. This all sounds more like a scam.

Запросил вывод средств, но уже прошло три недели без какого-либо прогресса. На вопрос о причине задержки внятного ответа не получил - лишь комментарий, что вывод находится на проверке. Всё это больше похоже на скам.

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Hello,

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?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello,

• Yes, I have already made a couple of successful conclusions up to this point.
• I passed all the KYC checks and even sent an additional video stating my name, date, and time.
• This money for withdrawal was accumulated without any bonuses, purely from deposit money.

Привет,

• Да, я уже пару успешных выводов делал до этого момента.
• Все проверки по поводу KYC прошел и даже доп. видео отсылал, где говорил свое имя, дату и время.
• Этот деньги для вывода были накоплены без каких либо бонусов, чисто на депозитные деньги.

Thank you for your reply, Den_29. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

August 28, 2025, 2:20 AM, and processing took several hours. I used the SEPA payment system for withdrawal. I used the same method this time.

28 авг. 2025, 02:20 и обработка заняла несколько часов. Для вывода использовал платежную систему SEPA. Этот же метод я использовал и в этот раз.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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.

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

Dear Den_29,

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,

Kristina