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On the 13th and 14th, I requested a withdrawal of 500 euros each. As of today, I haven't received any withdrawals, I haven't played with any bonuses, and verification tells me it's not necessary. I've contacted them several times by email, and they always tell me they're actively working on my withdrawal, which I don't believe anymore because it'll be a month soon, and I'm still waiting.

El día 13 y 14 solicité una retira de 500 euros cada una.Pues a día de hoy no he recibido ninguna retirada,no he jugado con ningún bono y la verificación me dice no es necesaria.Me he puesto varias veces en contacto por email y siempre me dicen que estan trabajando activamente en mi retirada,que ya no me creo porque en poco ya hará un mes y sigo esperando.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you further, could you please provide us with the following information?

• Did you select the same payment method for your withdrawals as you used for depositing money into this casino?
• What types of games did you play?
• Did you receive any reasons from the casino for the delay in your withdrawals?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

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Hello

1-Do not use the same method as the payment since for security I usually use Paysefecard payment coupons

2-The profits have been from the casino slot games

3-The casino tells me they have a lot of pending withdrawals and that they are working on them. They replied to this email I'm attaching today.

(Thank you for contacting our Customer Service team. We hope this message finds you well.)

We sincerely regret the frustration and inconvenience this situation has caused you. We fully understand how important it is to receive your funds in a timely manner, and we know how distressing these delays can be, especially when you've already taken steps to investigate.

After carefully reviewing your case, we can confirm that your withdrawal is experiencing an unexpected delay due to a significantly high volume of transactions currently being processed. We know this isn't the response you were hoping for, but we want to assure you that your payment has not been lost or forgotten; it is currently being processed by our finance department.

We sincerely appreciate your patience and trust, and we want you to know that your funds are safe. Once the transaction is complete, it will be reflected in your balance history.

We deeply regret that this process has taken longer than expected, and while we completely understand your frustration, we kindly ask for a little more time for our team to complete processing your payment.

If there is any news or progress from the finance department, you will be notified immediately. In the meantime, we remain available for any questions or additional assistance you may need.

Hola

1-No use el mismo método que el pago puesto que por seguridad suelo usar cupones de pago de Paysefecard

2-Las ganancias han sido de los juegos de slots del casino

3-El casino me dice que tienen muchas retiras pendientes y que están trabajando en ello.Hoy mismo me han contestado este correo que pego.

(Gracias por contactar con nuestro equipo de Atención al Cliente. Esperamos que este mensaje le encuentre bien.

Lamentamos sinceramente la frustración y las molestias que esta situación le ha causado. Entendemos completamente lo importante que es recibir sus fondos puntualmente, y sabemos lo angustioso que pueden ser estos retrasos, especialmente cuando ya ha tomado medidas por su parte para investigar.

Tras revisar cuidadosamente su caso, podemos confirmar que su retiro está experimentando un retraso inesperado debido a un volumen significativamente alto de transacciones que están siendo procesadas en este momento. Sabemos que esta no es la respuesta que esperaba, pero queremos asegurarle que su pago no se ha perdido ni olvidado; actualmente está siendo gestionado por nuestro departamento financiero.

Agradecemos sinceramente su paciencia y confianza, y queremos que sepa que sus fondos están seguros. Una vez que la transacción se complete, se reflejará en el historial de su saldo.

Lamentamos profundamente que este proceso haya tomado más tiempo del esperado, y aunque entendemos completamente su frustración, le pedimos amablemente un poco más de tiempo para que nuestro equipo finalice el procesamiento de su pago.

En caso de que haya alguna novedad o movimiento por parte del departamento financiero, se le notificará de inmediato. Mientras tanto, seguimos a su disposición para cualquier consulta o asistencia adicional que pueda necesitar.)

Hello, finally today 08/09/2025 I have received the two transfers, after waiting so long, thank you.

Hola,ya por fin hoy 9/08/2025 he recibido las dos transferencias ,después de tanto esperar ,gracias .

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