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Hello, I had 300 euros paid out to my details! The money was supposedly transferred to my account on February 12, 2025, but I have not received it yet!

In my opinion, I cannot provide an account that I do not know and that would be noticed during the withdrawal because it is not my name!

So I feel so ripped off

please help me, I will send you data

I can't upload bank statement!

Hallo und zwar habe ich 300 Euro auszahlen lassen auf meine Daten! Angeblich wurde das Geld am 12.2.25 auf mein Konto überwiesen das ich bis dato nicht bekommen habe!

Ich kann meiner Meinung ja nicht ein Konto angeben wo ich nicht kenne und das ja bei der Auszahlung ja auffallen müsste weil es mein Name ja nicht ist!

Also ich komme mir so verarscht vor

bitte hilft mir, Daten lass ich zukommen

Kontoauszug kann ich nicht hochladen !

Dear Klautsche,

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,

Kristina

Hello, your colleagues wrote that everything was completed successfully!!!!! Strange that these bank details don't match mine and it's a completely different name! I've already written an email and spoken to support a dozen times!

There have never been any problems with you but this time it's a disaster!

hallo ihre Kollegen schreiben dass alles erfolgreich abgeschlossen sei!!!!! Komisch das diese Bankdaten nicht mit meinen übereinstimmen und es ein ganz anderer Name ja sei! Ich habe schon per Email geschrieben und zich mal mit dem Support!

es gab nie Probleme mit euch aber diesmal ist das ja eine Katastrophe!

Dear Klautsche

When requesting the withdrawal via a bank transfer, you (player) are responsible for the data input.

Are you sure you specified the correct data? Are you sure there was no auto-fill enabled?

Regards

Hello, of course I am sure that I have entered the correct data!

If I now enter a different IBAN and my name it won't work!

and vice versa!

Why don't you ask for the 300 back or withdraw it and then go back to the data! Which I enter correctly again! And take a screenshot first!

lg

Hallo, natürlich bin ich mir sicher das ich die richtigen Daten angegeben habe!

wenn ich Jetz eine andere iban angebe und meinen Namen kann das ja nicht passen!

sowie andersrum!

Wieso fordern sie die 300 nicht zurück bzw. ziehen sie die zurück und dann auf die Daten nochmal! Die ich wieder richtig eingebe! Und mache vorher noch einen Screenshot!

lg

Hello, I don't get an answer anymore?

hallo bekomme ich keine Antwort mehr?

Hello everyone,

Thank you both for your replies.

Klautsche, have you made any successful withdrawals before? Could you please advise if you have to manually enter all the bank details when requesting the withdrawal or do you have any saved bank account options you can choose from? Which payment method did you use to make deposits?

Hello, yes, a few times! Always with bank transfer, it always worked, I deposited the data via apple_pay! From 3 accounts each, either Revolut, n26 or Sparkasse!

everything is uploaded! That's why I don't understand it, it always worked!

I have now written to support and even sent bank statements to the agent and they said they would get in touch but nothing has happened!

lg

Hallo ja schon paar mal! Immer mit Bank-Transfer es hat immer funktioniert ich habe die Daten über apple_pay eingezahlt! Von jeweils 3 Konten entweder Revolut, n26 oder Sparkasse!

ist alles auch hochgeladen! Deswegen ich verstehe das nicht es hat immer funktioniert!

habe auch Jetz im Support geschrieben sogar Kontoauszüge den Agent geschickt und die wollten sich melden aber es passiert ja gar nix!

lg

Klautsche, do you see the incorrect IBAN in your withdrawal history, or was this information provided solely by the casino support? Could you 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.

Dear Klautsche,

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.

I sent them everything via email!

or did nothing arrive?

Habe ihnen alles geschickt per Email !

oder kam nichts an?

Please note you have not answered the question I asked in my last message.

Hello, I can't see anything anymore, just a transaction number! And I always get a lot of rude comments in the support chat! I've never experienced anything like this before!

And I also communicated with my bank and received a letter saying that the payment had not been received!

Well, that's a real shocker. You can see how some casinos simply don't care if their customers have a problem!

hallo ich sehe gar nix mehr nur eine Transaktionsnummer! Und man wird auch jedesmal dumm angemacht im Support Chat! Sowas habe ich noch nie erlebt!

Und ich habe auch mit meiner Bank kommuniziert und ein Schreiben ausgestellt bekommen das die Zahlung au nicht reingekommen ist!

also das schon der Knaller da sieht man mal wie manche Casinos sich einfach nicht interessieren wenn die Kunden ein Problem haben! Naja

Hello, yes, give me an email from you and I will send you everything!

I also communicated with my bank and they checked so much that it definitely didn't arrive!

I'd like to send you my data via email and not make it public! If you understand!

and the information I gave is only what they have in the system. I don't know this IBAN!

The bank also assured me that if the name and IBAN do not match, the money will be returned to them after about 5 days!

Greetings

Hallo ja gebe sie mir eine Email von ihnen dann schicke ich Ihnen alles zu!

habe mit meiner Bank auch kommuniziert und die haben soviel geprüft das es definitiv nicht ankam!

meine Daten wo ich habe würde ich ihnen gerne per Email zukommen lassen und nicht in die Öffentlichkeit präsentieren! Wenn sie verstehen!

und die Angaben wo ich machte sind nur die wo sie auch im System haben ich kenne diese iban nicht!

die Bank versicherte mir auch das wenn Name und iban nicht passen das dieses Geld wieder zurück zu ihnen kommt nach ca 5 Tagen!

lg

Dear Klautsche

Sorry, but that is exactly the IBAN you specified (no one else could).

We are kindly asking you to provide all the evidence to live support, so that they can launch the investigation.

Regards

Klautsche, have you already provided the evidence to the casino support as requested?

What kind of evidence exactly??

Was für Beweise denn genau??

Hello all

We've analysed the latest requests by the player, and within March 2025 was contacting support only for:

a) Bonuses

b) Dissatisfaction with RTP

c) Bonus requests

d) Unknown reasons.

Not a single request was addressed re the missing payout.

Dear Klautsche

Please contact support and report your issue so they can launch the investigation of your issue.

Regards

Are you kidding me??!!

Wollt ihr mich verarschen??!!

So much has never been written on the subject!!!!!!

Soviel zum Thema wurde nie geschrieben!!!!!!

Thank you very much, Klautsche, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

The problem is, if I really made a typo, then it still won't be possible to pay out because the name and IBAN are incorrect!

And besides, I have proof from my bank that I didn't receive the money!

Greetings

Das Problem ist wenn ich wirklich einen Tippfehler hatte , dann kann es trotzdem nicht funktionieren das es ausgezahlt wird weil Name und IBAN nicht stimmen!

und außerdem habe ich von meiner Bank ja einen Beweis das ich das Geld nicht erhalten habe!

lg

Dear Klautsche and dear casino representative,

I would like to ask a few questions:

Dear Klautsche, from the last casino representative post, it looks like your name fits; however, the bank IBAN is different, am I right?

Do you have an account at Revolut?

Dear casino representative,

It is quite common that before a player makes a withdrawal, they need to verify the payment method by making a small deposit. If the deposit is not made by the player, then the casino cannot verify the account. It looks like that in this case it was not done, why?

Hello, yes, I have a Revolut account! I've deposited with it several times, but I probably made a typo! But as I said, if the name and IBAN didn't match, the casino should have intervened, according to my bank! That didn't happen! Unfortunately, they still take you for a fool!

Greetings

Hallo ja habe ein Konto bei Revolut ! Des öfteren schon damit eingezahlt, aber habe wahrscheinlich wirklich einen Tippfehler gemacht! Aber wie gesagt wenn Name und iban nicht übereinstimmen hätte das Casino laut meiner Bank einschreiten müssen! Wo nicht passiert ist! Dafür wird man dann leider noch für blöd verkauft!

lg

To my knowledge, the casino shouldn't process the money on an account which does not belong to the user, and the user should make a deposit from that account for verification. (AML policy)

Dear casino representative, could you please explain why this did not happen?

I have deposited and withdrawn so many times!

There were never any problems! And now I have it in black and white from my bank that the money never arrived!

But no one believes you!

Greetings and thanks for your help Matej, at least you understand!

Habe schon so oft eingezahlt und auch auszahlen lassen!

es gab nie Probleme!!! Und jetz habe ich es schwarz auf weis auch von meiner Bank das dieser geldeingang nicht eingegangen ist!

Aber es wird einem ja nicht geglaubt!

lg und danke für ihre Hilfe Matej wenigstens verstehen Sie es!

Hello all

The amount was reverted onto player's balance.

Regards

Thanks so much!

Vielen lieben Dank!

Dear Klautsche,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru