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I made three withdrawals on May 26, 2025: €1,000, €1,000, and €800.50, which haven't yet been credited to my bank account. On May 28, 2025, I received a cashback of 10% of my losses, which was €205. I played well, and I still haven't received another €1,000 in payouts. As of today, May 30, 2025, my pending withdrawals no longer appear in my history. This is very worrying. Luckily, I took a screenshot, but it only shows the first withdrawal from May 26, 2025.

I also tried to clarify it in the chat, but the chat agent always just told me to wait.

Early I have already received several payouts and they were credited to my bank account within a minute

I hope for your help, thank you in advance.

Ich habe am 26.05.2025 drei Auszahlunden vorgenommen 1000, 1000, und 800.50 in Euro, bis jetzt noch nicht auf Bankkonto. Am 28.05.2025 habe ich einen Cashback bekommen 10% von verlusten es war 205 Euro, habe gut gespielt und noch 1000 Euro Ausgezahlt auch noch nicht bekommen. Ab heute 30.05.2025 meine offene Auszahlungen nicht mehr in Verlauf erscheinen.... Das macht mir grose sorge, zum Glück ich habe ein screenshot gemacht aber nur erste Auszahlung von 26.05.2025

Im Chat habe ich auch versucht es zu klären, aussage von chatsagent immer nur das ich warten sollte,

Frühe ich habe schon mehrere Auszahlungen bekommen und sind in eine minute auf Bankkonto eingegangen

Ich hoffe auf Ihre hilfe, vielen dank im voraus.

Dear Bonusschnapp,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Bonusschnapp, please allow me to ask you a few questions, so I can understand the whole situation completely.

When you received the cashback of €205, was that the only amount visible in your casino balance at the time, or were the funds from the pending withdrawals also still present in your account?

Kindly provide a screenshot of your withdrawal history from the time you submitted the requests, as well as a screenshot of your current withdrawal history showing that the pending withdrawals are no longer visible. If possible, please also include any email or chat communication you’ve had with the casino regarding this issue. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hi,

On May 26, 2025, I withdrew €2,800 (screenshot included), and my gaming account had €0. I played with the money I had deposited.

On May 28, 2025, I wanted to play a little more and made several deposits totaling €2,050, but lost it all. My gaming account was back to €0.

The next day, May 29, 2025, I received 10% cashback, equivalent to €205. In order to withdraw this money, I had to gamble away three times the cashback (€615). I managed that, and I had about €1,135. Of that, I withdrew €1,000 on May 29, 2025, and gambled away the rest. Unfortunately, I didn't take a screenshot of this payout.

I will send all other screenshots via email.

Hi,

am 26.05.25 ich habe 2800 Euro Ausgezahlt (screenshot ist dabei), auf dem Spielkonto war 0 Euro. Gespielt habe ich für meine Eingezahlte Geld.

Am 28.05.25 wollte ich noch bisschen Spielen und mit mehreren Einzahlungen gesammt 2050 Euro gespielt, alles verloren. Auf Spielkonto hatte ich wieder 0 Euro.

Am nächsten Tag 29.05.25, 10% Cachback bekommen was 205 Euro entspricht.Damit ich diese geld Auszahlen kann, musste ich x3 (615 Euro) von Cashback verspielen. Das habe ich geschafft und ich hatte ca. 1135 Euro, von denen habe ich am 29.05.25 1000 Euro Ausgezahlt und den rest verspielt, screenshot von diese Auszahlung leider habe ich nicht gemacht.

Alle anderen Screenshots sende ich per email.

Hi,

an update:

This amount was credited back to my casino account. I tried to withdraw it again and it worked. I received the money immediately in my bank account.

I reported the case only because I saw that my withdrawals were no longer on the list. It's enough to make you panic.)))

Or maybe it worked thanks to your support... I don't know. In any case, I'd like to apologize... I should just wait a little longer. Sorry.

Many greetings from Bavaria!

Hi, 

eine Aktualisierung:

diese Betrag habe ich zurück auf Casino Konto gebucht bekommen, ich habe versucht es noch mal zu Auszahlen und es hat geklapt das Geld habe ich sofort auf Bankkonto bekommen.

Ich habe den Fall gemeldet nur weil ich gesehen habe dass meine Auszahlungen nicht mehr auf die Liste stehen. Man bekommt ja, sofort ne panik)))

Oder doch es hat geklapt dank eure unterstützung... Ich weis es nicht. Auf jeden fall möchte ich nun mich zu entschuldigen... ich sollte nur noch ein bisschen warten. Sorry.

Viele Grüße aus Bayern!

Dear Bonusschnapp, thank you for the information provided. Can we consider the case resolved?

yes

Dear Bonusschnapp,

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,

Dominika

Casino.Guru