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an online platform that has not paid out my balance for over 7 days.

The originally stated processing time of 3 business days has been significantly exceeded. Despite multiple attempts to contact them, I have only received generic, standard replies without a concrete solution or timeframe.

The platform systematically delays payouts, repeatedly offering new excuses such as "high workload" or "final processing phase," without actually making a payout.

I used the service and deposited money, but my balance is not being paid out.

einer Online-Plattform, die mir eine Auszahlung meines Guthabens seit über 7 Tagen nicht auszahlt.

Die ursprünglich angegebene Bearbeitungszeit von 3 Werktagen wurde deutlich überschritten. Trotz mehrfacher Kontaktaufnahme erhalte ich nur allgemeine Standardantworten ohne konkrete Lösung oder Zeitangabe.

Die Plattform verzögert die Auszahlung systematisch und nennt immer wieder neue Ausreden wie „hohe Auslastung" oder „Endphase der Bearbeitung", ohne dass tatsächlich eine Auszahlung erfolgt.

Ich habe die Dienstleistung in Anspruch genommen und Geld eingezahlt, jedoch wird mir mein Guthaben nicht ausgezahlt.

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Dear NIO04,

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

Dear NIO04,

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.

Dear NIO04,

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

Dear NIO04,

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