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On July 5, 2026, I requested a withdrawal of €1,300 from real-money winnings, with no associated bonus.

My account is fully verified. I was only asked to provide my ID card, which I sent and was approved. Since then, the casino has never requested any additional documents.

Since submitting the withdrawal request, I have repeatedly contacted customer support via chat and email. In all their responses, I’ve only received automated or generic messages stating that the withdrawal is "under review" or "undergoing security checks." I’ve never been given a specific reason for the delay, nor an estimated payment date.

One day after making my first deposit, I received an email from someone named Mickael saying he would be my VIP manager and that withdrawals would be prioritized and processed within 24 to 48 hours. He hasn’t responded to me for over a week now. Both via chat and email, customer support only responds two days after I send each message and provides a generic response that doesn’t address any of my questions.

Later, via email, they began indicating a processing time of between 7 and 21 business days, without any explanation for the change.

Given the lack of transparency, I filed a formal complaint with ResolvO Curaçao, but I still haven’t received any concrete information from the casino.

My sole objective is to receive the €1,300 that is owed to me. I find this delay excessive and the lack of communication extremely frustrating. I request Casino Guru’s intervention to help resolve this situation and ensure that the casino either processes my withdrawal or provides a clear explanation for the delay.

No dia 5 de julho de 2026, solicitei um levantamento de 1.300 €, proveniente de ganhos com dinheiro real, sem qualquer bónus associado.

A minha conta encontra-se totalmente verificada. Apenas me foi solicitado o Cartão de Cidadão, que enviei e foi aprovado. Desde então, o casino nunca pediu qualquer documento adicional.

Desde o pedido de levantamento tenho contactado repetidamente o apoio ao cliente através do chat e por email. Em todas as respostas recebo apenas mensagens automáticas ou genéricas, indicando que o levantamento está "em revisão" ou "em processo de segurança". Nunca me foi apresentada uma razão concreta para o atraso, nem uma data prevista para pagamento.

Um dia depois de ter feito o meu primeiro depósito recebi um email de um tal Mickael a dizer que ia ser o meu gestor VIP e que os levantamentos iriam ter prioridade e seriam processados entre 24h a 48h. Já não me responde há mais de uma semana. Tanto no chat como por email do suporte apenas respondem passado 2 dias de ter enviado cada email e apresentam uma resposta genética, não respondendo a nenhuma das minhas questões.

Mais tarde, por email, passaram a indicar um prazo entre 7 e 21 dias úteis, sem qualquer explicação para a alteração.

Perante a falta de transparência, apresentei uma reclamação formal junto da ResolvO Curaçao, mas continuo sem receber qualquer informação concreta por parte do casino.

O meu único objetivo é receber os 1.300 € que me pertencem. Considero este atraso excessivo e a falta de comunicação extremamente frustrante. Solicito a intervenção do Casino Guru para ajudar a resolver esta situação e garantir que o casino efetua o pagamento do meu levantamento ou fornece uma justificação clara para o atraso.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Martins13,

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,
Complaints Resolution Center

Dear Martins13,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, Jean.

Thank you for reaching out. Unfortunately, I still haven’t received my €1,300 withdrawal.

The withdrawal request has been pending for over two weeks. The casino simply responds that the withdrawal is "under review," without giving any reason for the delay, without requesting additional documents, and without providing an estimated date for when the process will be completed.

My account has already been verified, and I still haven’t received any concrete explanation. I keep receiving emails encouraging me to make a deposit, as well as free spins, which I have not accepted. They haven’t responded to my emails for three days, and when they do, they don’t answer my questions. All they tell me is that the withdrawal is under review.

I would appreciate any help Casino Guru can provide in contacting the casino and expediting the resolution of this matter.

Thank you.

Olá, Jean.

Obrigada pelo contacto. Infelizmente, ainda não recebi o meu levantamento de 1.300 €.

O pedido de levantamento continua pendente há mais de duas semanas. O casino limita-se a responder que o levantamento está "em revisão", sem indicar qualquer motivo para o atraso, sem solicitar documentos adicionais e sem fornecer uma data prevista para a conclusão do processo.

A minha conta já se encontra verificada e continuo sem receber qualquer explicação concreta. Continuo a receber emails a incentivar-me a depositar e também rodadas grátis, as quais não aceitei. Não me respondem há 3 dias por email e quando o fazem não respondem as minhas perguntas. Só me sabem dizer que o levantamento está em revisão.

Agradeço toda a ajuda que o Casino Guru puder prestar para contactar o casino e acelerar a resolução deste caso.

Obrigada.