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Hello, I deposited more than 700 euros in amounts and only achieved a total weight of 999, which means I bet more than I won. I've been trying to claim my winnings for over a week. I was comforted every time

Wrote back today, all of a sudden they wanted a selfie from me with ID, I sent and then the sobering email, everything was rejected because I didn't implement what I set 3 times, which is complete nonsense for one of me Laws amount of over 700 euros always in smaller amounts ... all in all just over 700 .. where I only made 200 profit. I would like at least to have my money that was bet... they should keep the profit from me, that's pure fraud!!! Please help, I'm a single parent and need the money! Thank you LG Nicole

Hallo, ich habe um über 700 Euro an Beträge eingezahlt und nur einen Gesamtgewicht vom 999 erzielt, dh ich habe mehr gesetzt als gewonnen. Ich versuche seit über 1 Wochen zu meinen Gewinn zukommen. Jedesmal wurde ich vertröstet

Heute wieder hin geschrieben, auf einmal wollten sie ein selfie von mir mit Ausweis, habe ich geschickt und dann die ernüchternde Mail, alles wurde abgelehnt, weil ich es 3x was ich gesetzt habe nicht umgesetzt habe, was komplett der Schwachsinn ist bei einem von mir Gesetzen Betrag von über 700 Euro immer in kleineren beträgen ... insgesamt halt über 700..wo ich nur 200 Gewinn gemacht habe. Ich möchte wenigstens mein Geld habe was gesetzt wurde... die sollen sich von mir aus den Gewinn behalten, das ist reiner Betrug!!! Bitte um Hilfe, ich bin alleinerziehende und brauche das Geld! Danke LG Nicole

Dear Nicole88,

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

My withdrawals were rejected.... because they said I hadn't turned over the deposit 3x, which is not true

Meine Auszahlungen wurden abgelehnt.... weil laut Angaben ich die Einzahlung nicht 3x umgesetzt hätte, was aber nicht stimmt

Thank you for your reply, Nicole88. I checked the General T&Cs and I found this:

"Any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal. Otherwise the Casino has a right to charge a fee for the procession of deposit and withdrawal, which is at the sole decision of the Casino."

This means that if you deposited €700, you must place bets at the value of €2,100. Could you please confirm that you have done that before you tried to withdraw your winnings?

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Case can be closed, it has been clarified, very tedious,.. bitdreams definitely not recommended!!...

Fall kann geschlossen werden, es wurde geklärt, sehr mühsam,.. bitdreams nicht zu empfehlen definitiv!!...

Do I understand correctly that we can now consider this case resolved?

Dear Nicole88,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.