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I made my deposits via Mastercard.

When I tried to withdraw money from my account via Mastercard, I had to wait forever until the request was rejected.

I tried again, with the same result. Then I tried a bank transfer. That also failed. I then transferred money via Skrill so I could use that method for withdrawals, but the Skrill withdrawal was also rejected. On top of that, it always takes at least three business days, meaning I've been waiting for my money for weeks.

Ich habe meine Einzahlungen via Mastercard getätigt.

als ich dann versucht habe Geld via Mastercard von meinem Account abzuheben musste ich erst ewig warten, bis der Antrag dann abgelehnt wurde.

daraufhin versuchte ich es erneut, mit dem selben Resultat. Daraufhin probierte ich es via Bank Transfer. Auch das scheiterte. Daraufhin überwies ich Geld via Skrill um diese Methode zur Auszahlung nutzen zu können, doch auch die Auszahlung via Skrill wurde abgewiesen. Dazu kommt, dass immer mindestens drei Werktage vergehen, heißt ich warte schon seit Wochen auf mein Geld.

Dear Jayjay3,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi,

no, this is my first attempt at withdrawal.

I have been repeatedly informed that verification is not necessary at this time. Furthermore, I am unable to submit documents because the option is not enabled.

I won without bonus credit.

Best regards

Hi,

nein das ist der Versuch meiner ersten Auszahlung.

Mir wurde wiederholt mitgeteilt, dass zum jetzigen Zeitpunkt keine Verifizierung notwendig ist. Zudem ist es mir nicht möglich Dokumente einzureichen, da die Option nicht freigegeben ist

Ich habe den Gewinn ohne Bonus Guthaben erzielt.

Viele Grüße

Thank you for your reply, Jayjay3. Could you please post a screenshot of your withdrawal history here in this thread?

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Jayjay3,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru