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The problem is that initially, more and more pictures were requested for verification, then they were rejected countless times despite top quality, etc. My account was finally checked and verified on November 20, 2025, after I had requested a withdrawal on November 17, 2025. Now, it seems they are supposedly conducting some kind of internal review, even though customer support assured me yesterday that, after consulting with the finance department, my winnings of €2500 would be paid out either that same day (November 25, 2025) or today (November 26, 2025). This was confirmed by customer support after yesterday's consultation with the finance department, and today, when I still haven't received any money because nothing has been paid out, more and more excuses are being made as to why it is currently difficult or impossible to withdraw my winnings. It started with the claim that many players are currently making withdrawals, which is why it's taking a little longer. Then, as I said, I was assured yesterday that I should have received my money by today at the latest, and after inquiring again today, they suddenly say that an internal review is taking place. Yesterday I was assured that my winnings would be paid out today, which in my opinion is absolutely impossible. How can you promise something one day and then suddenly check something the next? That should have been known yesterday. I hope and would be very grateful if you could help me with this matter as soon as possible.

Best regards

Das Problem liegt darin das erst immer mehr Bilder angefordert worden für die Verifizierung dann wurden sie zig mal abgelehnt trotz top Qualität etc mittlerweile wurde mein Konto überprüft und verifiziert dies fand am 20.11.25 Statt nachdem ich am 17.11 25 die Auszahlung angefordert hatte nun ist es so dass angeblich wieder irgendwelche internen Prüfungen gemacht werden obwohl mir gestern im kundensupport versichert worden ist das nach Rücksprache mit der finanzabteilung mein Gewinn in Höhe von 2500 € noch am selben Tag (25.11 25) oder aber Heute den (26.11.25) ausgezahlt werden soll dies wurde mir vom kundensupport versichert nach gestriger Absprache mit der finanzabteilung und heute wo ich immer noch kein Geld habe weil nichts ausgezahlt wird kommen immer mehr Ausreden zustande wieso weshalb und warum es aktuell schwierig ist oder nicht möglich ist mein Gewinn auszuzahlen angefangen hat es damit dass aktuell viele Spieler Auszahlungen oder so vornehmen weshalb es etwas länger dauert dann wie gesagt wurde mir gestern versichert dass ich hätte heute spätestens mein Geld bekommen sollen und heute auch Nachfrage heißt es plötzlich dass eine interne Prüfung stattfinden würde wo mir gestern aber versichert wurde dass heute mein Gewinn ausgezahlt wird was meiner Meinung nach ein Ding der absoluten Unmöglichkeit ist wie kann man den einen Tag etwas zusagen und am nächsten Tag wird plötzlich noch was geprüft das hätte ja dann bereits gestern bekannt sein müssen ich hoffe und würde mich sehr freuen wenn ihr mir schnellstmöglichst in dieser Sache weiterhelfen könnt

Mit freundlichen Grüßen

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Dear Flo1200rr,

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

Hello all,

Pardon, but we do not complete understand what the issue is.

The account is verified, the withdrawal was received by the player at 26.11.2025 22:41:46 (UTC)

Kind regards

Dear Flo1200rr,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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

Dear Flo1200rr,

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,

Attila