Casino Lab - プレイヤーの撤退が遅れています。

I've been waiting for a €260 withdrawal for over five days, and I'm constantly told there's been a delay in approving my withdrawal.

Llevo más de cinco días esperando un retiro de 260 euros y siempre me dicen que ha habido un retraso con la aprobación de mi retiro.

Dear Ella333,

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,

Petronela

Ok thanks, I'll do it that way.

Ok gracias así lo haré

Hello,

I hope you're doing well. I just wanted to check in and ask if there have been any developments regarding your €260 withdrawal. Has the casino approved the request or provided you with any further updates?

Please let us know when you have a moment—your feedback will help us decide on the next steps if needed.

Thank you and looking forward to your reply.

No. Everything remains the same, the withdrawal is still under review.

No. Todo sigue igual el retiro sigue en revisión

Thank you very much, Ella333, for providing all the necessary information. I will now transfer your complaint to my colleague, Attila (attila.g@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Ella333,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casino Lab,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, my withdrawal has been canceled and the 260 euros have been returned to my casino account. I'll try to withdraw it again and see what happens. Thank you.

Hola han cancelado mi retirada y me han devuelto los 260 euros a mi cuenta del casino intentare retirarlos otra vez a ver que sucede. Gracias

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

Dear Ella333,

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,

Attila