I have 3 pending withdrawals, one of them 5 days already and they do not process them or give me a reason for the delay, my account is verified and everything is correct. In its advantages, it says that withdrawals are immediate. I do not understand that the deposit has been so fast easy without verification and without questions and the withdrawal is not done without explaining anything.

Tengo 3 retiros pendientes uno de ellos 5 dias ya y no los procesan ni me dan un motivo del retraso, mi cuenta está verificada y todo correcto. En sus ventajas pone que los retiros son inmediatos. No entiendo que el deposito haya sido tan rápido facil sin verificación y sin preguntas y el retiro no lo hagan sin explicar nada.

Dear alexlisen86,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Could you please advise which payment method you have opted for? Do I understand correctly that payments are still pending inside your account without being processed or they have been sent but didn't reach you yet?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I fully understand your frustration, alexlisen86. I will set the timer for additional 7 days and if there’s no development by Monday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawals. Thank you in advance for your patience.

Hello alexlisen86,

Have there been any developments since our last conversation?

Hello, if they have been paid, now I expect 2 more withdrawals of € 1400 and € 2068 that seem to be in process, and I hope there is no problem either, thank you very much!

Hola, si han sido pagados, ahora espero 2 retiradas más de 1400€ y 2068 €que parece que estan en proceso, y espero que no haya problema tampoco, muchas gracias!

Alright then. I will set the timer for additional 7 days and check back with you next Tuesday.

Hello alexlisen86,

Have there been any developments since our last conversation?

They have paid and I made more withdrawals, but the last of € 2,771.12 after 8 days of waiting they do not process it (in terms and conditions it says that it takes 5 maximum), I asked them and they tell me that it takes a long time to know if I want for bitcoin etc ... I explain the case in another complaint so you can close this one if you want.

Han pagado e hice mas retiros, pero el ultimo de 2771,12€ tras 8 dias de espera no lo procesan( en terminos y condiciones pone que máximo tardan 5) , les pregunté y me dicen que por sepa tarda mucho que si quiero por bitcoin etc... explico el caso en otra queja asi que pueden cerrar esta si quieren.

Thank you, alexlisen86, for your reply. I have merged your existing complaint with the newly submitted one since it is the same casino-related.

I will now transfer your complaint to my colleague Branislav who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

They have finally paid within hours of filing the complaint, after insisting they made me an immediate transfer, but I did not like getting dizzy that if bitcoin takes a long time etc so I will not play anymore in this casino. Thank you Guru.

Han pagado finalmente a las horas de poner la queja, tras insistir me hicieron una transferencia inmediata, pero no me gustó el marearme que si bitcoin que si tarda mucho etc asi que no jugaré mas en estr casino. Gracias Guru.

Thank you, alexlisen86, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, www.kpvfaw.com