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Good day

More than a week (9 days) ago I requested a payment of 200 euros and submitted my KYC documents. The payout was then canceled due to the KYC check. After the successful verification it was canceled again. (Wait up to 3 days each time you abort). In the meantime, as the casino aimed, I had gambled away 50 euros. Ernwut requested a payment of 150 euros. This was rejected due to incorrect Swift codes (as I have shown, the Swift codes were still correct from the start). Now I am supposed to wait 3 days and in the chat I am just held up.

Guten Tag

Ich habe vor über einer Woche (9 Tage) eine Auzahlung von 200 Euro angefordert und meine KYC Dokumente eingereicht. Die Auszahlung wurde dann aufgrund der KYC Prüfung abgebrochen. Nach der erfolgreichen Verifizierung wurde sie erneut abgebrochen. (Bei jedem Abbruch wieder bis zu 3 Tage warten). In der Zwischenzeit hatte ich, wie das Casino bezweckte, 50 Euro verspielt. Ernwut eine Auszahlung von 150 Euro beantragt. Diese wurde abgewiesen aufgrund falscher Swift Codes (Wie ich nachgewiesen habe, waren die Swift Codes dennoch korrekt seit Anfang an). Jetzt soll ich ernwut 3 Tage warten und im Chat werde ich bloss hingehalten.

Dear Ursin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. Even more, if some data required to process the transaction is not correct or complete.

Did the casino inform you about an incorrect Swift code? Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru (or you can post it here)?

Nevertheless, it seems that the casino is working to resolve the issue, and maybe if we wait a little bit longer, the casino will find the solution.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Ursin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.