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I've been waiting for my bank transfer withdrawal to be processed for 10 days.

In the terms and conditions it says that it will be processed after 7 days at the latest.

Unfortunately only standard answers. Apparently I have a VIP manager who can't help me or do anything either.

Seit 10 Tagen warte ich auf eine Bearbeitung meiner Auszahlung per Banküberweisung.

In den AGB' s steht dass es spätestens nach 7 Tagen bearbeitet wird.

Leider nur Standartantworten. Angeblich habe ich einen VIP Manager der mir aber auch nicht helfen bzw. nichts machen kann.

Dear michaelhaas1312,

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

Dear michaelhaas1312,

Have you received your withdrawal from the casino yet?

Hello, unfortunately still no reaction. Status still: Pending.

I've been waiting for almost 3 weeks and nothing happened

Hallo, leider weiterhin keinerlei Reaktion. Status weiterhin: Ausstehend.

Warte jetzt schon fast 3 Wochen es ist nichts passiert

Thank you for your reply, michaelhaas1312. Have you made any successful withdrawals before? Could you please advise if you passed the verification? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear michaelhaas1312,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.