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I have been fighting with the casino for my payout for 5 days now (July 17, 2025).

It's about €560 in real money. KYC documents uploaded are even double what other providers charge.

First, you're told your account is verified. If you then make a withdrawal, your documents are subsequently rejected and you'll be asked for new ones.

Withdrawals to the deposit method are not processed. First, they say they're approved, and then the money is back in the player's account, and they say the bank declined it, which, in my opinion, is completely untrue.

You're then asked to withdraw via bank transfer. This doesn't work either. I had to upload additional documents confirming the deposit from my account.

So they're stringing me along and apparently aren't in a position to pay me my money.

Ich kämpfe jetzt seit 5 Tagen (17.07.25) mit dem Casino um meine Auszahlung.

Es geht um 560 € Echtgeld . KYC Dokumente hochgeladen sogar das doppelte von dem was andere Anbieter verlangen.

Erst wird einem gesagt das Konto ist verifiziert. Tätigt man dann eine Auszahlung werden nachträglich Dokumente abgelehnt und neu eingefordert.

Auszahlung auf die Einzahlungsmethode wird nicht durchgeführt. Erst heisst es genehmigt und dann ist das Geld wieder auf dem Spielerkonto und es heißt die Bank hätte es abgelehnt, was meiner Meinung nach völlig an den Haaren herbeigezogen ist.

Daraufhin wird man gebeten "via Banktransfer" auszuzahlen. Dies funktioniert genauso nicht. Dokumente über die Einzahlung vom Konto musste ich zusätzlich hochladen.

Also man hält mich hin und ist anscheinend nicht in der Lage mir mein Geld auszahlen zu wollen.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Your withdrawal request has been approved 20:03

"Hello Alexander ****!

We are pleased to inform you that your withdrawal request has been approved by us. Once the payment provider has processed the transaction, you will receive the funds in your payment account.

I've had this message several times in the last few days and the next day the money was back in my player account.

So there is still excitement 🙂

Ihr Auszahlungsantrag wurde genehmigt 20:03

"Hallo Alexander ****!

Wir freuen uns, Ihnen mitteilen zu können, dass Ihr Auszahlungsantrag von unserer Seite aus genehmigt wurde. Sobald der Zahlungsanbieter die Transaktion bearbeitet hat, erhalten Sie das Geld auf Ihr Zahlungskonto. "               

Habe diese Meldung schon öfter die Tage gehabt und am nächsten Tag Geld wieder aufm Spielerkonto.

Also Spannung ist noch da 🙂

I received the transaction in my bank account, so my complaint is resolved. Aside from the lack of transparency and the hesitancy, I can't say anything bad about this casino. In principle, everything else was handled fairly fairly, but for a short time, I was a bit worried, and it seemed strange to me.

Regardless, everything's fine. Thanks for your help; I think Casino-Guru is a great initiative and source of information.

Habe die Transaktion auf mein Bankkonto bekommen und somit ist die Beschwerde gelöst. Bis auf den intransparenten Service und das rumge-eier-re kann ich nichts Böses über dieses Casino sagen.. im Prinzip ist der Rest recht fair abgelaufen aber kurze Zeit, hatte ich schon etwas Sorgen und es kam mir komisch vor.

Nichts desto trotz alles ok. Danke auch an eure Mithilfe , ich denke Casino-Guru ist eine Super Initiative und Informationsquelle.

Hello,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru