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On April 28, I accumulated a total of €4,500 in real money and requested a withdrawal of €500 on the same day. On April 29, I requested another €500 withdrawal, and again on May 5.

To date, no payout has been made. Whenever I contact customer service via chat, I always get nothing but excuses and stalling. They claim to have contacted the finance department with a request to expedite the payout process. But even days later, nothing has happened.

Ich habe am 28.04. insgesamt 4500 € Echtgeldguthaben angesammelt und am gleichen Tag eine Abhebung in Höhe von 500 € beantragt. Am 29.04. habe ich erneut 500 € zur Auszahlung beantragt und am 05.05. ebenfalls.

Bis heute wurde nicht ausgezahlt. Wenn ich den Kundendienst per Chat kontaktiere, bekomme ich immer nur Entschuldigungen und werde hingehalten. Angeblich wurde die Finanzabteilung kontaktiert, mit der Bitte den Auszahlungsvorgang zu beschleunigen. Doch auch Tage später tut sich nichts.

Dear MerkurStar,

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?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I received two payments today. It seems like withdrawals from Kinbet always take over two weeks.

Thank you!

Ich habe heute 2 Zahlungen erhalten. Es scheint so als dauere die Auszahlung bei kinbet immer über 2 Wochen.

Vielen Dank!

Thank you for letting me know. I am glad that you received some of your winnings. Could you please specify how many pending withdrawal requests are currently in your account?

Three outstanding withdrawal requests from May 15, 16, and 17, plus an additional €1,500 in real money balance. Seems to be only a matter of time. Thanks!

3 offene Auszahlungsanträge vom 15., 16. und 17.05. plus weiteres 1500 € Echtgeldguthaben. Scheint nur eine Frage der Zeit zu sein. Danke!

Thank you for letting me know.

Would you like us to keep this complaint open until you receive all your withdrawals, or should we consider your issue resolved at this point?

Another payment arrived today. I think the complaint can be closed. Thank you very much!

Heute kam eine weitere Auszahlung. Ich denke, die Beschwerde kann geschlossen werden. Vielen Dank!

Dear MerkurStar,

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,

Veronika Fritz

Casino.Guru