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My balance is in euros at the casino. I have a bonus balance from a won free bet. I've met the wagering requirements and my balance is now in real money. I asked if I could withdraw my winnings, they told me that the responsible department needs to review this. It's been two days awaiting a response. They've told me that they're still reviewing and in the meantime, I shouldn't make any withdrawal requests.

Mi saldo está en euros en el casino, tengo un saldo de bonificacionn por una apuesta gratuita ganada, complete los requisitos de apuesta y mi saldo está en dinero real, pregunto si puedo retirar mis ganancias, me dicen que el departamento encargado debe revisar eso, van 2 dias esperando respuesta, me dicen que siguen revisando y que mientras tanto no haga ninguna solicitud de retiro

Dear juan123321,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear juan123321,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.