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Dear SILES,

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

Thank you for your feedback. I understand the 14-day rule, however, I would like to submit an important update and new evidence of a deliberate stalling tactic on the part of the casino:

Contradictory statements: On April 30th, employee 'Karem' promised me the 'final phase' in writing.

Status change without reason: On May 1st, support suddenly responded in writing in English and German, mentioning an 'unexpected delay' without specifying a date or reason.

Full verification: My account has already been successfully verified, which has also been confirmed by support.

I have already attached the relevant screenshots of the emails and chat. Since the casino contradicted itself within 24 hours, I request that this be taken into account. I will not cancel the withdrawal (€800).

Vielen Dank für die Rückmeldung. Ich verstehe die 14-Tage-Regel, möchte jedoch ein wichtiges Update und neue Beweise für eine bewusste Hinhaltetaktik seitens des Casinos einreichen:

​Widersprüchliche Aussagen: Am 30.04. wurde mir vom Mitarbeiter 'Karem' schriftlich die 'finale Phase' versprochen.

​Statusänderung ohne Grund: Am 01.05. antwortete der Support plötzlich schriftlich auf Englisch und Deutsch und sprach von einer 'unerwarteten Verzögerung' (unexpected delay), ohne einen konkreten Termin oder Grund zu nennen.

​Vollständige Verifizierung: Mein Konto ist bereits erfolgreich verifiziert, was auch vom Support bestätigt wurde.

​Ich habe die entsprechenden Screenshots der E-Mails und des Chats bereits beigefügt. Da sich das Casino innerhalb von 24 Stunden widerspricht, bitte ich darum, dies im Fall zu berücksichtigen. Ich werde die Auszahlung (800 €) nicht stornieren."

Hello Karla,

I have great news! My banking app (bunq) has been showing an incoming payment of €797.04 as 'refund pending' since today.

The casino has obviously initiated the payout. I have a strong feeling that your support and the filing of this complaint played a crucial role in finally prompting the casino to take action. Without your help, it certainly wouldn't have happened so quickly.

Since my bank says the amount still needs to be finalized (which doesn't happen over the weekend), I kindly ask you to keep the complaint open until the money is definitely credited to my account. As soon as the status changes to 'Complete', I will confirm it here immediately.

Thank you for your efforts! (Attached is a screenshot of the pre-registration)

Hallo Karla,

​ich habe großartige Neuigkeiten! In meiner Banking-App (bunq) wird mir seit heute eine eingehende Zahlung über 797,04 € als 'Rückerstattung ausstehend' angezeigt.

​Das Casino hat die Auszahlung also offensichtlich veranlasst. Ich habe das starke Gefühl, dass Ihre Unterstützung und die Eröffnung dieser Beschwerde hier den entscheidenden Anteil daran hatten, dass sich das Casino endlich bewegt hat. Ohne Ihre Hilfe wäre das sicher nicht so schnell passiert.

​Da der Betrag laut meiner Bank noch final verbucht werden muss (was am Wochenende nicht passiert), bitte ich Sie, die Beschwerde noch so lange offen zu lassen, bis das Geld wirklich fest auf meinem Konto gutgeschrieben ist. Sobald der Status auf 'Vollständig' springt, werde ich das hier sofort bestätigen.

​Vielen Dank für Ihren Einsatz! (Anbei der Screenshot der Vormerkung)

Good morning Karla,

Short and final update: The money (€797.04) has just been credited to my account. The matter is now completely resolved for me.

Thank you again for your fantastic support and that of the entire Casino Guru team. Without your help, I certainly wouldn't have received the money so quickly!

Guten Morgen Karla,

​kurzes und finales Update: Das Geld (797,04 €) wurde soeben final auf meinem Konto gutgeschrieben. Der Fall ist damit für mich vollständig gelöst.

​Vielen Dank noch einmal für die großartige Unterstützung durch Sie und das gesamte Casino-Guru-Team. Ohne Ihre Hilfe hätte ich das Geld sicher nicht so schnell erhalten!

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

Dear SILES,

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