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I registered at the casino a few days ago! I won €1500 and requested a withdrawal! I verified my account and uploaded numerous documents! I registered because you advertised fast payouts... When nothing had happened a day later, I contacted chat support... I received copy-and-paste answers... When I inquired about verification, the chat agent claimed he would quickly review my documents... Two documents were reviewed, the rest remain unchecked since that day! When I asked if my account was verified, he said yes, it was! I had all chats sent to me via email! Half a day later, all my winnings were canceled again! The reason given was a software and system error on Saturday evening! How convenient, right? I requested another withdrawal, and again I was told to contact chat support! Okay, I contacted chat support and again received the same answer: they had a system error! I requested a withdrawal again! Again, a lot of time passed, and nothing happened! The remaining documents are not being reviewed... When I inquired in chat, I was told they couldn't give a timeframe! You never know how long a withdrawal will take! Also very convenient for a casino or... Since I've read everywhere that this casino is supposedly blocking tons of accounts with reasons like people having duplicate accounts even though they don't... I'm turning to you because all of this is starting to scare me! What should I do next?

Ich habe mich vor ein paar Tagen bei dem Casino registriert!Habe 1500€ gewonnen und eine Auszahlung beantragt!Konto verifiziert und zig Unterlagen hochgeladen! Ich habe mich dort registriert weil damit geworben wurde bei euch bezüglich schneller Auszahlung... Als dich einen Tag später noch nichts getan hat, habe ich den Chat konsultiert...Copy und Paste Antworten erhalten... Auf meine Nachfrage bezüglich Verifizierung hat der Chatagent behauptet er würde meine Dokumente schnell prüfen... Zwei Dokumente wurden geprüft der Rest seit diesem Tag ungeprüft! Auf meine Frage ob mein Konto verifiziert wäre meinte er ja das ist es! Ich habe alle Chats als E-Mail senden lassen! Noch mal einen halben Tag später wurden alle Gewinne wieder storniert! Begründung softwarefehler und systemfehler am samstagabend! Wie praktisch oder? Erneute Auszahlung beantragt und wieder bitte wenden Sie sich an den Chat! Okay ich habe mich an den Chat gewendet und bekam wieder die Antwort sie hätten einen systemfehler! Auszahlung erneut beantragt! Wieder jede Menge Zeit vorbei und es tut sich nichts! Die restlichen Dokumente werden nicht angesehen... Auf meine Anfrage im Chat bekam ich die Antwort sie können kein zeitfenster geben! Sie wissen nie wie lange eine Auszahlung bei ihnen dauert! Auch sehr praktisch für ein Casino oder... Da ich jetzt überall gelesen habe dass dieses Casino angeblich jede Menge Konten sperrt mit Begründungen wie Menschen hätten Doppel Accounts obwohl sie das nicht haben... Wende ich mich an euch da mir das alles langsam Angst macht! Was soll ich weiter tun?

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Dear Candy2509,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you. If there are any adverse developments regarding your account or balance, please let us know, and we'll do our best to assist.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

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

Dear Candy2509,

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,

Tomas