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I requested my first withdrawal of €500 from the casino on March 21, 2026. I requested a second withdrawal of €500 on March 24, 2026.

According to support, everything is fine with my account, etc. But nothing is happening. There's absolutely no progress with the withdrawal; it's not being processed or anything.

Ich habe am 21.03.2026 meine erste Auszahlung in Höhe von 500€ bei dem Casino beantragt. Am 24.03.2026 die zweite, ebenfalls in höhe von 500€.

Laut dem Support ist alles in Ordnung mit meinem Konto etc. Aber dennoch passiert nichts. Mit der Auszahlung regt sich gar nichts, keine Bearbeitung oder sonst etwas.

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Dear BastiRS5,

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

Nothing has happened yet. We keep getting the same excuses, but nothing is being done. It's been 12 days since the payout, and the website says payouts are processed within 3 days.

No verification was requested, and I cannot do it myself.

Es ist bisher noch immer nichts passiert. Man wird immer mit den gleichen Aussagen vertröstet aber bearbeitet wird nichts. Die Auszahlung ist jetzt 12 Tage her und gesagt wird auf der Seite das die Auszahlungen innerhalb von 3 Tagen bearbeitet werden.

Es wurde keine Verifizierung angefordert und selbst machen kann ich diese auch nicht.

Dear BastiRS5,

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.

Hello, the first €500 was paid out on April 2nd. Now I'm still waiting for the second payment, also €500, which I withdrew on March 24th, so two weeks ago today.

Guten Tag, die ersten 500€ wurden am 02.04. ausgezahlt. Jetzt warte ich aber noch auf die zweite Auszahlung, auch 500€, die ich am 24.03. ausgezahlt habe, also heute vor 2 Wochen.

Dear BastiRS5, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

The first payment from March 21st was transferred on April 2nd and has also been received in my account.

The second one, dated March 24th, is still in processing status.

Verification was not requested, and when I go into the settings, it also says that verification is not necessary.

The winnings were achieved without a bonus.

I played casino games, not sports betting.

I didn't save the chat logs, so I would have to write to support again.

Die erste Auszahlung vom 21.03. wurde am 02.04. überwiesen und ist auch auf meinem Konto eingegangen.

Die zweite vom 24.03. ist immernoch im Status Bearbeitung.

Die Verifizierung wurde nicht angefragt und wenn ich in die Einstellungen gehe, steht dort auch das eine Verifizierung nicht nötig ist.

Der Gewinn wurde ohne Bonus erspielt.

Ich habe Casinospiele gespielt, keine Sportwetten.

Chatprotokolle habe ich nicht gespeichert, also müsste ich dem Support nochmal schreiben.

The money was paid out yesterday after three weeks. Let's see how long the next payout takes. After that, I'll stay away from this casino.

Thank you for your efforts!

Das Geld wurde gestern nach 3 Wochen ausgezahlt. Mal schauen wie lange die nächste Auszahlung dauert. Danach werde ich mich von diesem Casino fernhalten.

Danke für eure Mühe!

Dear BastiRS5,

Thank you for your update.

I’m glad to hear that your second withdrawal has now been processed. Just to confirm, have you already received the full amount o in your bank account?

Please let me know once the funds have arrived so we can proceed accordingly.

Thank you in advance for your confirmation.

Karla

Dear BastiRS5,

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,
Karla
Casino.Guru