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I made my withdrawals on the 13th, 14th and 15th, everyone there says something different, I was told that it was done yesterday, then not again, then it should be done today, not again and always different statements, 2 payments were paid out 1 day after the request and now nothing is happening even though everything is wrong

Ich habe meine Auszahlungen am 13, 14 und 15 getätigt jeder dort sagt was anderes mir wurde mitgeteilt das gestern erledigt sei dann wieder nicht dann soll es heute sein wieder nicht und immer andere Aussagen 2 Zahlungen wurden ausgezahlt 1 tag nach Anfrage und jetzt passiert nichts mehr obwohl alles un ordnung ist

Dear Luna01,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Can you please try to clarify this beforehand? They just fob you off with the same statements but no money is paid out.

Können Sie vorher bitte schon versuchen es zu klären man wird dort nur abgewimmelt mit den gleichen Aussagen aber geld wird nicht ausgezahlt.

Now all 3 payouts have been cancelled and it is claimed that I did it, which is not true. I even have an email where they say that there are problems. I want them to pay out my money, but they only give standard answers and that is it, no help, nothing.

Nun wurden alle 3 Auszahlungen storniert und behauptet ich habe es getan was nicht stimmt habe sogar eine Mail wo die mitteilen wegen Problemen ich will das die mein geld Auszahlen es kommen nur Standardantworten und das wars keine hilfe nichts

If you have any questions, I didn't play with a bonus. I also received emails about the payout that I requested. I asked for verification several times, but it's not needed. The payout is supposedly in the final processing phase.

Falls Fragen kommen ich habe mit kein bonus gespielt. Habe auch die Mails zur Auszahlung erhalten das ich diese angefordert habe. Und verifizierung habe ich mehrmals gefragt wird nicht gebraucht Auszahlung sei in der letzten bearbeitetungsphase angeblich

Dear Luna01,

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.

No, I haven't received my money, 1500 euros, yet. In the meantime, it was canceled and I was told it was me, although they said by email that there were technical problems, so I had to request it again. The first request was on the 22nd, then the 23rd and 24th. Currently, there are three payouts pending processing, and since the 12th, I've only been given the same excuses: it's being processed, I should be patient, I was forwarded to the relevant department. Nothing is happening.

Nein habe mein Geld 1500 Euro noch nicht erhalten. In der Zwischenzeit wurde es storniert und gesagt ich war es obwohl per Mail man mitteilt aus technischen Problemen musste somit nochmal neu anfragen erste anfrage war am 22 dann 23 und 24 also stehen aktuell 3 Auszahlungen zur Bearbeitung und man bekommt seid dem 12 nur die gleichen ausreden ist in Bearbeitung soll Geduld haben wurde weitergeleitet Fachabteilung meldet sich nichts stimmt es passiert einfach nichts

Dear Luna01,

Unfortunately, such issues are very common in many online casinos and we can only advise to wait for the 14 days for them to be processed (as they have been requested as new withdrawals).

We will try to intervene in case it would get canceled again or the payment would take longer than 2 weeks.

Please keep us updated.

Regards,

Nick

1 payout on 22.4 then 23 and 24.4 are already 8 days today, I'm excited, so far I'm always getting the same excuses, delay

1 Auszahlung am 22.4 dann 23 und 24.4 sind heute schon 8 Tage bin gespannt bis jetzt kommen immer nur die gleichen ausreden Verzögerung

Dear Luna01,

Meanwhile, please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Regards,

Nick

I have received all 3 payments and am now waiting for 2 more, one for 500 and one for 200. I'll see how long it takes this time.

Habe alle 3 Zahlungen erhalten warte nun auf 2 weitere Einmal 500 und 200 gucken wie lange es diesmal dauert

Dear Luna01,

If you have requested for new ones, you will have to wait 14 days again.

Please let us know once you receive them and keep in mind to always wait at least 2 weeks for any kind of payment.

Regards,

Nick

Dear Luna01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.