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Subject: Delayed payment

Dear Casino Guru Team,

I requested a payment of €500.00 on March 15, 2026, but after more than 3 days I still haven't received the money.

The status is still "in progress" and I have not received an explanation for the delay.

I request that you review this case and assist me in obtaining the payment as quickly as possible.

Best regards

Diana22.L

Betreff: Verzögerte Auszahlung

Sehr geehrtes Casino Guru Team,

ich habe am 15.03.2026 eine Auszahlung von 500,00 € beantragt, aber nach über 3 Tagen habe ich das Geld noch nicht erhalten.

Der Status ist weiterhin „in Bearbeitung" und ich habe keine Erklärung für die Verzögerung bekommen.

Ich bitte Sie, diesen Fall zu überprüfen und mir bei der schnellstmöglichen Auszahlung zu helfen.

Mit freundlichen Grüßen 

Diana22.L

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Hello,

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 within 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,

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Diana22.L,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika