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On July 28, 2025, I requested a withdrawal for the amount of $2,000.00 MXN. The casino tells me that the transfer had already been made to my account and that it was made on July 31. They mentioned that the money should be credited to my bank account within a period of no more than 5 business days. As of August 19, 2025, they have not given me any solution and claim that the money has already been transferred to my account. I sent them the movements of my bank account at the casino's request to verify that the payment was not there. They told me again that I had to wait for the department in charge to review the information, when I contacted them to see the status of my claim on August 11, they told me that they had already confirmed it and that the payment would be made within a period of no more than 2 days, the payment still has not been made and now that I contacted them to inform them that the payment still has not been credited to my account, they now say that the payment was made and that it was made since July 31 (they had told me before that the payment was not made and that they were already working on it) they still do not give me clear information on this matter and only say that the department in charge will review it.

el 28 de julio del 2025 solicite un retiro por la cantidad de $2,000.00 Mxn el casino me comenta que ya se realizó la transferencia a mi cuenta y que esta se realizó el dia 31 de julio, mencionaron que en un plazo no mayor a 5 días hábiles el dinero debería acreditarse en mi cuenta bancaria. A la fecha 19 de agosto 2025 no me dan ninguna solución y afirman que el dinero ya se transfiero a mi cuenta. Les mande los movimientos de mi cuenta bancaria a solicitud del casino para verificar que no estuviera el pago. Me volvieron a decir que tenía que esperar a que el departamento encargado revisara la información, cuando me comunique con ellos para ver cual era el estado de mi reclamo el 11 de agosto me dijeron que ya lo habían confirmado y que el pago se iba a realizar en un plazo no mayor a 2 dias el pago sigue sin haberse realizado y ahora que me comunique con ellos para informarles que el pago sigue sin verse acreditado en mi cuenta ellos ahora dicen que el pago si se realizó y que se realizó desde el 31 de julio (me habían dicho antes que efectivamente el pago no se realizó y que ya estaban trabajando en ello) siguen sin darme información clara sobre este asunto y solo dicen que el departamento encargado lo va a revisar.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing. To better understand the situation, may I ask you a few clarifying questions?

• Have you made any successful withdrawals from this casino in the past?
• Has the casino provided any confirmation that the payment was sent? If so, does it include a transaction number or other details you could share with your bank to trace the payment?
• When was the last time you communicated with the casino regarding the delay with your withdrawal?

Your answers will help us gain a clearer picture of your case and determine the best way forward.

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Which payment method did you choose for the withdrawal request that you have not yet received?

Could you please send me the transaction statement from this payment method, covering the period from 1 July up to today? Kindly forward it to my email at veronika.f@casino.guru.

Thank you very much for your patience and cooperation.

Dear Zvak123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru