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On April 14, 2025, I requested two withdrawals, one for €500 and the other for €536.59. The withdrawal was approved the same day and, according to the casino, transferred. To date, I had the money in my account the same day and had no issues with the withdrawal. Shortly afterward, I had to verify my account again and send proof of deposit, which I did. However, the casino refused to accept the proof, and shortly afterward, they blocked my account. I have all the proof and screenshots.

Am 14.04.25 habe ich 2 mal eine Auszahlung beantragt in Höhe von 500€ und 536,59€. Die Auszahlung wurde am gleichen Tag genehmigt und laut dem Casino auch überwiesen. Bis dato hatte ich das Geld am gleichen Tag auf dem Konto und keinerlei Probleme bei der Auszahlung. Kurze Zeit darauf musste ich mein Konto nochmals verifizieren und Einzahlungsnachweise zuschicken, die ich auch gemacht habe. Allerdings werden die Nachweise vom Casino nicht akzeptiert und kurz darauf haben die mein Konto gesperrt. Ich habe alle Nachweise und Screenshots da.

Dear Sonic199,

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.

The case can be closed. After much back and forth, the documents were finally accepted and the amount was paid out.

Thank you very much for your effort anyway.

Fall kann geschlossen werden. Nach langem hin und her wurden die Dokumente letztendlich akzeptiert und der Betrag wurde ausgezahlt

Danke trotzdem vielmals für eure Mühe.

Dear Sonic199,

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