The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The player experienced issues with a €300 withdrawal, claiming that the funds had not been received despite the casino asserting that the payment had been processed. After ongoing communication, the issue was resolved, and the player confirmed that the money had finally been paid out. We marked the complaint as 'resolved' in our system.
Igrač iz Nemačke je podneo zahtev za povlačenje manje od dve nedelje pre nego što nas je kontaktirao. Dobici do tog dana nisu dobijeni. Igrač je imao problema sa povlačenjem 300 €, tvrdeći da sredstva nisu primljena uprkos tome što je kazino tvrdio da je uplata obrađena. Nakon kontinuirane komunikacije, problem je rešen, a igrač je potvrdio da je novac konačno isplaćen. Označili smo žalbu kao „rešenu“ u našem sistemu.
zdravo,
Mislim da nešto nije u redu.
Moja povlačenja se ne obrađuju.
Hello,
I think something's wrong.
My withdrawals are not being processed.
Hallo,
Ich glaube da stimmt was nicht.
Meine Auszahlungen werden nicht bearbeitet.
Dear hanemannroman,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Isplaćeno je prvih 500€
The first 500€ were paid out
Die ersten 500€ wurden ausbezahlt
Dragi Casino Guru timu,
ovo je stvarno ludo.
Sada je moj nalog blokiran i moje povlačenje 300 € je poništeno. Osvojio sam ukupno 800 € i povukao sam ih.
500€ je isplaćeno pre 2 dana.
Istina je da sam tražio zatvaranje naloga pre nekoliko nedelja. Ali kazino i dalje mora da mi plati 300 evra.
Dear Casino Guru Team,
this is really crazy.
Now my account has been blocked and my €300 withdrawal has been canceled. I won a total of €800 and have withdrawn it.
500€ were paid out 2 days ago.
It's true that I requested account closure several weeks ago. But the casino still has to pay me €300.
Liebes Casino Guru Team,
das ist wirklich der Wahnsinn.
Nun wurde mein Konto gesperrt und meine Auszahlung in Höhe von 300€ storniert. Ich habe insgesamt 800€ gewonnen und zur Auszahlung gebracht.
Vor 2 Tagen wurden 500€ ausbezahlt.
Ich habe vor mehreren Wochen um Konto Schließung gebeten, das stimmt. Aber das Casino müsste mir trotzdem noch 300€ ausbezahlen.
To nije tačno, nisam dobio nikakvu isplatu!
That's not true, I didn't receive any payout!
das stimmt nicht, ich habe keine Auszahlung erhalten!
Kazino nastavlja da širi neistine, nisam dobio isplatu od 300€.
The casino continues to spread untruths, I have not received a payout of €300.
das Casino verbreitet weiterhin Unwahrheiten, ich habe keine Auszahlung von 300€ erhalten.
Dragi hanemanroman,
Nadam se da će vas ovaj e-mail dobro naći.
Imajte na umu da je Vaših 300 EUR traženo povlačenje isplaćeno sa naše strane, a novac bi trebalo da dobijete na svoj račun ako to ipak niste učinili u vrlo kratkom vremenskom periodu.
Nadam se da ovo razjasni vašu situaciju.
Hvala vam na razumevanju i želim vam lep dan.
Srdačan pozdrav,
Legiano Team
Dear hanemannroman,
I hope this email find you well.
Kindly be advised that your 300 EUR requested withdrawal is paid from our side, and you should receive the money into your account if you still did not in very short period of time.
I hope this clarifies your situation.
Thank you for understanding and have a great day.
Best Regards,
Legiano Team
Pa šta sad?
1 put kaže da neću dobiti novac.
drugi put?
Onda ću sačekati i obaveštavati vas!
So what now?
1 time it says I won't receive the money.
the other time?
Then I'll wait and keep you updated!
Also was nun?
1 mal heißt es ich erhalte das Geld nicht.
das andere Mal schon?
Dann warte ich und halte euch auf dem laufenden!
Novac je navodno isplaćen 5. aprila. Nisam dobio novac.
The money was supposedly paid out on April 5. I haven't received any money.
angeblich wurde das Geld am 05.04. ausbezahlt. Ich habe kein Geld erhalten
Dragi hanemanroman,
Nadam se da će vas ovaj e-mail dobro naći.
Napominjemo da se 300 EUR plaća sa naše strane. To znači da ćete ih dobiti na svoj bankovni račun što je pre moguće.
Može proći 3 do 5 radnih dana da se sredstva pojave na vašem računu, međutim, to zavisi od načina plaćanja koji se koristi i standarda vaše banke.
Srdačan pozdrav,
Legiano Team
Dear hanemannroman,
I hope this email find you well.
Kindly be advised that the 300 EUR are paid from our side. This mean that you will receive them into your bank account as soon as possible .
The funds can take 3 - 5 working days to appear in your account, however, this is subject to the payment method used and your bank standards.
Best Regards,
Legiano Team
Zvao sam svoju banku.
Isplate nisu planirane
I called my bank.
No payments are planned
Habe mit meiner Bank telefoniert.
Es sind keine Zahlungen vorgesehen
Dragi hanemanroman,
Nadam se da će vas ovaj e-mail dobro naći.
Imajte na umu da nakon dvostruke provere možemo videti da je novac uplaćen sa naše strane i ljubazno vas molimo za malo strpljenja dok novac ne stigne na vaš bankovni račun.
Srdačan pozdrav,
Legiano Team
Dear hanemannroman,
I hope this email find you well.
Kindly be advised that after double check we can see that the money are paid from our side and kindly asking you for little patience till the money arrive into your bank account.
Best Regards,
Legiano Team
Do danas nije dobio ni centa
Not received a cent to date
Bis heute kein Cent erhalten
Dragi Casinoguru timu,
Bojim se da je ovo prevara. 300 evra je navodno isplaćeno 6. aprila 2025.
Nijedan evro nije deponovan na moj račun. Nakon konsultacije sa svojom bankom, takođe znam da u poslednje vreme nijedan transfer nije odbijen. Podrška je samo pričanje gluposti.
Dear Casinoguru Team,
I'm afraid this is a scam. The €300 was supposedly paid out on April 6, 2025.
Not a single euro has been deposited into my account. After consulting my bank, I also know that no transfers have been rejected recently. Support is just talking nonsense.
Liebes Casinoguru Team,
ich befürchte es handelt sich hierbei um Betrug. Am 06.04.2025 wurden die 300€ angeblich ausbezahlt.
Kein einziger Euro ist bei mir auf dem Konto eingegangen. Nach Rücksprache mit meiner Bank weiß ich auch das in letzter Zeit keinerlei Überweisungen ablehnt wurden. Der Support erzählt nur wirres Zeug.
Dragi hanemanroman,
Nadam se da će vas ovaj e-mail dobro naći.
Detalje smo prosledili nadležnom odeljenju, da oni to dalje ispitaju. Čim dođe do ažuriranja, odmah ćete biti obavešteni putem e-pošte.
Iskreno se izvinjavamo zbog prouzrokovanih neprijatnosti. Budite sigurni da dajemo sve od sebe da problem rešimo što je pre moguće.
Srdačan pozdrav,
Legiano Team
Dear hanemannroman,
I hope this email find you well.
We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately by email.
We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.
Best Regards,
Legiano Team
Dragi hanemanroman,
Nadam se da će vas ovaj e-mail dobro naći.
Nakon najnovije istrage o Vašoj situaciji, rado nam se javlja da će Vaših 300 EUR biti uplaćeno na Vaš bankovni račun u najkraćem mogućem roku. Molimo vas za malo strpljenja.
Hvala vam i prijatan dan.
Srdačan pozdrav,
Legiano Team
Dear hanemannroman,
I hope this email find you well.
After latest investigation about your situation, we are happy to anons that your 300 EUR will be paid into your bank account as soon as possible. Kindly asking you for a bit of patience.
Thank you and have a great day.
Best Regards,
Legiano Team
Dear hanemannroman,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
dobar dan,
Nakon beskrajnog napredovanja, novac je konačno isplaćen.
Ipak, podrška je veoma, veoma loša. Daću povratne informacije sa snimcima ekrana.
Hvala vam!! 😊
Good day,
After endless back and forth, the money was finally paid out.
Still, the support is very, very poor. I'll provide feedback with screenshots.
Thank you!! 😊
Guten Tag,
nach ewigen hin und her, wurde das Geld endlich ausbezahlt.
Trotzdem ist der Support sehr sehr schlecht. Ich werd hierzu ein Feedback mit Screenshots machen.
Danke euch !! 😊
Dragi hanemanroman,
Drago nam je da čujemo da je vaš problem rešen. Označićemo žalbu kao „rešenu" u našem sistemu. Cenimo vašu saradnju i potvrdu. Ako ikada naiđete na probleme sa ovim ili bilo kojim drugim kazinom u budućnosti, slobodno se obratite našem Centru za rešavanje žalbi. Tu smo da pomognemo.
Kao što znate, mi ne naplaćujemo naše usluge, niti primamo napojnice. Međutim, bili bismo vam veoma zahvalni ako biste izdvojili trenutak da podelite svoje iskustvo sa našim uslugama na Trustpilot https://vvv.trustpilot.com/evaluate/casino.guru . Iskren pregled, zajedno sa svim predlozima za poboljšanje, bio bi od neprocenjive vrednosti. Vaše povratne informacije mogu pomoći drugima koji možda razmišljaju da nas kontaktiraju za pomoć u vezi sa problemima vezanim za onlajn kazino.
${revievUsTrustpilot}
Hvala unapred na izdvojenom vremenu.
Srdačan pozdrav,
Nick Bacon
Casino.Guru
Dear hanemannroman,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Nick Bacon
Casino.Guru
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