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Good day.

I have been waiting for a payment of €335 for two weeks.

When I inquire via live chat, I am only told that my complaint will be forwarded to the finance department, but I do not receive any detailed information.

I am asking for your help to ensure that my payout is finally processed.

Regards, David

Guten Tag.

Ich warte seit 2 Wochen auf eine Auszahlung in Höhe von 335€.

Bei Nachfragen im Live Chat werde ich nur vertröstet, dass meine Beschwerde an die Finanzabteilung weitergeleitet wird aber ich bekomme keine detaillierten Informationen.

Ich bitte euch um Hilfe, dass meine Auszahlung endlich bearbeitet wird.

LG David

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear davidon1997,

Thank you very much for your update.

To help me better understand your case, could you please answer the following questions?

• Could you please share with me screenshot of your pending withdrawal from your casino account?
• Did you used any casino bonuses or you have currently any active bonus?
• Did you sucesfully completed your KYC verification?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear davidon1997,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla