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I requested a payment of €500 each on January 25th, 26th, and 27th.

Normally, the money should be paid out within 3 to 5 working days.

Since nothing happened, I inquired and was then told that I should verify my account.

I did this; I sent all the documents to the casino via email, even though my casino account states that I don't need to verify myself.

However, for the last 5 days I have been receiving the same message that my verification is being processed.

Nobody is helping me, I only ever get standard answers in the live chat and my email also only received a standard reply.

Please help me. I don't know what to do anymore.

Ich habe am 25/26/27.01 eine Auszahlung von jeweils 500€ beantragt.

Normalerweise sollte das Geld innerhalb von 3 bis 5 Werktagen ausgezahlt werden.

Da nichts passiert ist, habe ich nachgefragt und mir wurde dann mittgeteilt das ich mein Konto verifizieren soll.

Dies habe ich auch getan, ich habe alle Dokumente per Email an das Casino geschickt, obwohl im Casino Account von mir steht das ich mich nicht verifizieren muss.

Allerdings bekomme ich seit 5 Tagen die selbe Aussage das meine Verifizierung in Bearbeitung ist.

Niemand hilft mir, es kommen immer nur Standardantworten im Livechat und auf meine Mail wurde auch nur Standardmäßig geantwortet.

Bitte helfen Sie mir. Ich weiß nicht mehr weiter.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Moritz_04,

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

The issue is that my verification is being delayed, or rather, I keep getting the same message that it's being processed. I've already been waiting for 5 business days and haven't received any response.

Please help me. And I hope that I will be paid out afterwards.

I sent the casino all my documents for verification, but they are not responding.

Es geht darum das meine Verifizierung verzögert wird beziehungsweise mir jedesmal das gleiche gesagt wird, das diese in Bearbeitung ist. Ich warte ja schon 5 Werktage darauf und bekomme keine Antwort.

Bitte helfen Sie mir. Und ich hoffe das danach ausgezahlt wird.

Ich habe dem casino ja alle meine Dokumente zur Verifizierung geschickt aber sie reagieren darauf nicht.

Dear Moritz_04,

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 Moritz_04,

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,

Karla