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Hello dear Casinoguru team.

I currently have a balance of €7,500 and three withdrawals of €500 each are still pending. I'm worried my money won't be paid out, as the first withdrawal of €500 hasn't been processed since March 29th...

Can you possibly help me so that I can transfer my entire balance directly to my bank account?

Best regards

Stefan S****

Hallo liebes Casinoguru Team.

ich habe momentan ein Guthaben von 7500€ und 3 Auszahlungen a 500€ die noch ausstehend sind. Ich habe Angst das mein Geld nicht ausgezahlt wird, da die erste Auszahlung von 500€ seit dem 29.03 unbearbeitet ist…

können sie mir hier eventuell weiterhelfen, dass ich mein komplettes Guthaben direkt auf mein Bankkonto überweisen kann?

viele Grüße

stefan S****

Dear Stefansav,

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.

I have already done a verification several times in

I requested a live chat. They said it's not necessary.

Eine Verifizierung habe ich schon öfters im

live Chat angefragt. Laut denen ist diese nicht notwendig.

My €500 withdrawals have still not been approved... Can you please help me and find a way for me to immediately withdraw my entire balance of €7,500 plus the €1,500? The bonus was not used.

Meine Auszahlungen a 500€ sind immer noch nicht genehmigt…. Könnt ihr mich bitte unterstützen und eine Möglichkeit finden, dass ich direkt mein komplettes Guthaben von 7500€ + die 1500€ in Auszahlung auszahlen kann? Bonus wurde nicht genutzt.

Case closed. Please close

Fall erledigt. Bitte schließen

Dear Stefansav,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru