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I have been waiting for a payout for 16 days, they keep asking for new documents and saying wait 72 hours, the last time my payout was canceled and they said they would wait 72 hours again.

Warte seit 16 Tagen auf Auszahlung , immer wieder verlangen sie neue Dokumente und sagen 72 Stunden weiter warten , zuletzt wurde meine Auszahlung storniert und sie meinten wieder 72 Stunden warten.

Dear mak1nho,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents you have already provided and when exactly did you provide the last one?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.  Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Profile is fully verified, but you have a new excuse every day, sometimes it's Skrill Proof (verified), sometimes Paysafe proof (verified) - you already have both on December 17th. received and verified and after 5 days you asked again for Paysafe Proof, even though you received it on December 17th, you have questions about gambling addiction and each time you have to wait 72 hours. After the profile has been verified, they are constantly looking for excuses to transfer the money to the account. I will see my lawyer the days, have been waiting for € 400 for 16 days and have been playing online slots for more than 5 years, have never seen anything like this at an online casino, especially not at one that has been licensed by MGA.

Profil is voll verifiziert , sie haben jedoch jeden Tag eine neue Ausrede , mal is es Skrill Proof (verifiziert) , mal Paysafe proof (verifiziert) - beides haben sie schon am 17.12. erhalten und verifiziert und nach 5 Tagen haben Sie nochmal nach Paysafe Proof nachgefragt obwohl sie es schon am 17.12 erhalten haben, mal irgendwelche Fragen bezüglich Spielsucht und jedesmal heißt es neu 72 Stunden warten. Nachdem das Profil verifiziert wurde suchen sie ständig ausreden um das Geld anzuweisen aufs Konto. Werde zu meinem Anwalt die Tage schauen , warte schon seit 16 Tage auf 400€ und spiele Online Slots mehr als 5 Jahre , habe sowas noch nie erlebt bei einem Online Casino , vorallem nicht bei einem was von MGA lizensiert worden ist.

You have had "technical issues" for the last (6-7) days and my payout has allegedly been canceled twice because of this, but you don't give an exact payout date but say "just wait, the financial team has to do that, we can't do anything".

Seit neustem (6-7) Tagen haben Sie "Technical Issues" und meine Auszahlung wurde angeblich zweimal deshalb storniert , jedoch geben sie kein exaktes Auszahlungsdatum sondern sagen "warte einfach, financial team muss das machen wir können nichts machen".

Thank you very much mak1nho for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello mak1nho!

I will take care of your complaint from now on. I'd like to invite representatives of Casino Masters into this discussion in order to provide us with an explanation of the situation and help us resolve the withdrawal issue.

Hi mak1nho,

Kindly note that your Withdrawal has been processed manually today the 29th of December 2021, Kindly wait 3-5 working days in order for balance to reflect into your account.

Regards,

Casino Masters Team

Hello all,

and thanks to Casino Masters for your reply. Mak1nho, I'll keep the complaint open until your confirmation of successful withdrawal. Keep us informed.

@Casino Masters

Would be nice if you tell my why the Livesupport do lie to the Customers 8 Times in 19 days. Two Times you cancelled my Withdraw and told me both times there are Technical Issues.

Aswell i would to ask you why you requesting same Documents over and over again even the Customer did sent you 10 days ago this Documents ?

I guess that you hope the Customer will lose his Money maybe after letting him wait so long time.

Im playing more then 5 Years Online Slots on more then 50+ Sites and i never saw such bad Withdraw-Timeframe for 405€.

Livesupport dont want do speed up Withdrawals to the Financial Team after someone is begging to his Money everday in Livechat since 18 days.

Amazing Customer Support u got.

Imagine letting someone wait 19 days for 405 Euro, even he verified his Profil since more then 12 days.

I got the Withdraw today after 19 days Waiting Time. Seems like it would be much longer if i had not contact you Guys from Casino Guru. Sad that they cant make Withdraws without Customer need to contacting other People. Thank you for helping out @Tomas

I am glad to hear that, Mak1nho! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.