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Two weeks ago, I made a withdrawal of 2700.

Let me start by saying that my account is already verified.

In chat, they told me it would take 14 days to process the withdrawal, and I have patiently waited.

Today, the 14 days are up, and there's no trace of the money.

Ho effettuato un prelievo di 2700 ben due settimane fa

Premetto di avere già l account verificato

In chat mi hanno detto che ci sarebbero voluti 14 giorni per elaborare il prelievo e pazientemente ho aspettato

Oggi questi 14 giorni sono finiti e dei soldi non c'è neanche l ombra

Dear Pemo_91,

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? 

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

When did you request the withdrawal?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Dominika, I sent you the screenshots you asked for by email..

On 09/12 I made two withdrawals, one of 2500 and one of 300

I have never activated any bonus just to avoid running into situations like this... I obtained the winnings by making normal deposits

Before these I had already made two small and important withdrawals in the past which were processed immediately, which is why I trusted them and continued to play here.

In chat they told me that for amounts ranging from 1500 to 6500 it takes up to 14 days as a maximum time to process withdrawals. As soon as I made the request the system automatically divided the amount, of those 2800 requested they immediately sent me 100€, the rest has been stuck there for 15 days now

I have waited patiently until now, but now I am starting to get tired and I feel like I am being taken for a ride.

In the chat they say they apologize for the delay and that they will fix it soon

Last night they did something to the withdrawal of 300, but that hasn't been processed yet either.

I don't think a situation like this is normal... the timeframes they propose are already a bit too long in my opinion, and if they don't even respect the deadlines it becomes something unnerving and interminable.

Ciao dominika,ti ho inviato via mail gli screenshot che mi hai chiesto ..

In data 09/12 ho effettuato due prelievi uno da 2500 e uno da 300

Non ho mai attivato nessun bonus proprio per evitare di andare incontro a situazioni come questa..le vincite le ho ottenute facendo dei depositi normali

Prima di questi avevo già fatto in passato due prelievi di piccoli importanti che sono stati elaborati immediatamente ,motivo per il quale mi sono fidato e ho continuato a giocare qui..

In chat mi hanno detto che per importi che vanno dai 1500 ai 6500 sono necessari fino a 14 giorni come tempo massimo per elaborare i prelievi..appena fatta richiesta il sistema ha suddiviso automaticamente l importo ,di quei 2800 richiesti mi mandarono subito 100€, il resto è fermo lì ormai da 15 giorni

Ho aspettato pazientemente fino ad adesso,ora però inizio ad essere stanco e mi sento preso in giro

In chat dicono che si scusano per il ritardo e che presto risolveranno

Ieri sera hanno fatto qualcosa al prelievo di 300,ma cmq ancora non è stato elaborato nemmeno quello

Non penso sia normale una situazione come questa..già le tempistiche che propongono sono a mio parere un po' troppo lunghe,se poi non rispettano nemmeno i termini diventa qualcosa di snervante e interminabile

Dear Pemo_91, I have not received any emails from you.

Do you have any updates regarding the withdrawals?

Dear Pemo_91,

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.

Hi Dominika, sorry for the delay.. I wanted to let you know that fortunately, even though it was late and in installments, the withdrawal was processed in full.. thank you very much

Ciao dominika,scusa il ritardo..volevo avvisare che fortunatamente seppur con ritardo e a rate il prelievo è stato elaborato tutto.. grazie mille

Dear Pemo_91,

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,

Dominika

Casino.Guru