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Hi! I paid 25 euros with a bonus and played! When I had about 400 euros in my account, I was told in the chat that I still had to make 500 transactions and that I was allowed to pay out a maximum of 125 euros! I kept playing at around 260 euros, my balance suddenly switched to 85 euros! I didn't understand Why!? I didn't get a proper response and was kicked out of the chat! I wrote 2 hours always with another employee! I kept asking if I would at least get my 85 euros that I had paid out via Skrill! There were long incomprehensible texts answers!? Then I asked again because I suddenly had 76 euros in credit on my account. Where do these come from since I paid out 85 euros! Got confusing replies again or just kicked out of the chat! Very impolite! My concern now is that I would at least like to have my 85 euros, thank you! Another note on the Casino Guru page, the description of the bonus conditions are no longer correct or not! You can pay out a maximum of 5 times! But as I said from about 260 to 85 instead of 125 after turnover is a mystery to me!? And now to 76!? I sincerely ask for further help in this described matter! Thanks and best regards!

Hallo! Ich habe 25 Euro Einbezahlt mit Bonus Gespielt! Als ich ca 400 Euro hatte auf meinem Konto wurde mir im Chat Gesagt das ich noch 500 Umsätzen müsse und Maximal 125 Euro Ausbezahlen darf! Ich spielte weiter bei ca 260 Euro,Schaltete mein Guthaben Plötzlich auf 85 Euro! Ich Verstand nicht Warum!? Ich bekam keine Ordentliche Antwort und wurde aus dem Chat Geworfen! Ich Schrieb 2 Stunden immer mit einem anderen Mitarbeiter! Fragte immer wieder nach ob ich zumindest meine 85 Euro Bekomme die ich per Skrill Auszahlen habe lassen! Es kamen darauf hin lange Unverständliche Texte Antworten!? Dann Fragte ich nochmals nach da ich Plötzlich 76 Euro Guthaben hatte auf meinem Konto .woher diese kommen da ich ja 85 Euro Ausbezahlt habe! Bekam wieder Verwirrende Antworten oder wurde einfach aus dem Chat Geworfen! Sehr unfreundlich! Mein Anliegen jetzt ist das ich Zumindest gerne meine 85 Euro gerne hätte Danke! Noch ein Hinweis auf Casino Guru Seite die Beschreibung zu den Bonusbedingungen Stimmen nicht mehr oder nicht! Man darf Maximal mal 5 Auszahlen! Aber wie Gesagt von ca 260 auf 85 statt auf 125 nach dem Umsätzen ist mir ein Rätsel!? Und Jetzt auf 76!? Ich bitte Recht Herzlichst um Weiterhilfe in dieser Beschriebenen Angelegenheit! Danke und mit Freundlichen Grüssen!

Dear ferenzano,

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

Got 76 euros! But not the 125 that come to 85 euros! I applied for 85 euros as described!? Kind regards!

Habe 76 Euro Erhalten! Aber nicht die 125 die auf 85 Euro vielen! Habe wie beschrieben 85 Euro Beantragt!? Mit freundlichen grüßen!

Dear ferenzano,

Have you received your withdrawal from the casino yet?

Yes, as described above! Best regards!

Ja wie oben Beschrieben! Mit freundlichen Grüssen!

Thank you for your reply, ferenzano. Would you be so kind as to clarify which bonus you played with? If possible, please post here a link to that offer. I would like to check the bonus T&Cs.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear ferenzano,

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.