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Its been 8 working days & my pending withdrawals have not been processed - and Ive received no proper communication or confirmation. I've sent all verification docs & multiple emails regarding my pending withdrawal but no clarification. 8 working days is usually long & concerning. No bonus was used, they just arent responsive, which seems like delay & avoid tactics. I need this withdrawal processed urgently, which was won fairly.

Dear nick909,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside the account without being processed? Could you please advise if you have received any payments previously?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.  

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi, its now been 2 weeks since withdrawing & its been nothing but stall & delay tactics.

1st they dont confirm or reply to emails. Then they dont confirm what other docs are required. Then they ask for them multiple times. And finally when they can't deny they have them, they take days and days to 'verify' while not responding to emails.

Reputable companies dont take weeks to process a withdrawal. There is no live chat, their support line isnt answered & they wont respond by email.

Thank you very much, nick909, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello - thank you. This has now been resolved & my withdrawal has been processed. I don't think it would of been dealt with as quickly without Casino Guru - thank you for providing this facility.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.