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I've been waiting for my payout to be processed for 9 days and I'm only put off day after day. 9 days! There is a maximum processing time of 3 days. And people always say it's because of the high volume of payments. But I believe that this casino is dubious and I will never see the money. The last dirt there. I've never experienced anything like that in a casino and I've already gone through a few.

Ich warte seit 9 Tagen darauf das meine Auszahlung bearbeitet wird und werde Tag für Tag nur vertröstet. 9 Tage! Dort steht maximale bearbeitungsdauer von 3 Tagen. Und man sagt immer nur es wäre wegen hohem auszahlungsaufkommen. Ich aber glaube das dieses Casino unseriös ist und ich das Geld nie sehen werde. Der letzte dreck dort. Sowas noch nie in nem Casino erlebt und ich hab schon einige durch.

Dear marcometzig,

Thank you very much for submitting your complaint. I’m 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. 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 withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Additional comments from the player:

"I have already filed a complaint against you. It's been 10 days now that my withdrawal hasn't been processed and today I get an email that my withdrawal has been canceled and I should withdraw it again using the same method. That's a huge cheek I feel really fooled. I do not know how to continue…. Please help me."

Thank you very much, marcometzig, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Hello marcometzig

I'm Michal and I have taken over your complaint. Before I can go any further with your complaint I have some additional questions. Did you have successfully completed the KYC check? Has the casino mentioned the reason why was your first withdrawal attempt canceled?

Best regards,

Michal

The player has informed us via email, that the complaint can be closed, as the player has decided to play over the winnings. Since the player has fairly lost all the disputed money we are forced to reject and close this complaint.

If you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal