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Good day. Over a week ago, that is, 5 business days ago, I requested a withdrawal of €550. To this day, I've contacted the casino multiple times because the withdrawal is still listed as "pending" and the status hasn't changed in those 5 business days. Whenever I inquire about the processing of the money, they always tell me that my withdrawal is given priority, but nothing happens. They simply don't want to pay me the money. I'm getting really frustrated waiting for it. I'm sending you a proof photo with the withdrawal shown at the very top. I hope you can help me, as you have always done in the past. Thanks in advance to the Casino Guro team.

Guten Tag ich habe vor über eine Woche also vor 5 Werktagen 550€ in Auszahlung gegeben bis heute hab ich noch mehr mal beim Casino gemeldet weil die Auszahlung unter den Transaktion immer noch zu stornieren ist und der Status sich seit 5 Werktagen nicht geändert hat ,auf die Nachfrage wann das Geld bearbeitet wird sagt man mir jedes Mal man setzt meine Auszahlung auf Prio aber da passiert nichts die wollen mir das Geld einfach nicht auszahlen habe langsam die Schnauze voll auf das Geld zu warten sende ihnen ein Beweis Foto die Auszahlung ist ganz oben zu sehen hoffe können mir helfen wie damals auch immer schon mal danke im Voraus an das Casino guro team

Dear Secretownz,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your 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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Dear Secretownz,

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.