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I've been waiting for my withdrawals for almost two weeks. I keep getting the same response that there's a delay, even though they actually process payments in three to five days. I've also written several emails and contacted support... verification wasn't required, and I played without a bonus. I don't know why it's taking so long! Please help.

Ich warte seit fast 2 Wochen auf meine Auzszahlungen es kommen immer die selben Antworten das eine Verzögerung aufkommt und eigentlich bearbeiten sie Zahlungen in 3 -5 Tagen... ich habe auch diverse Mails geschrieben und den Support... eine Verifizierung wurde nicht gefordert und ich habe ohne Bonus gespielt ich weiss nicht was da so lange dauert! Bitte um Hilfe

Dear annahoppichler21,

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.

14 days is really a disgrace... always just automatic messages from support

14 Tage ist echt ne Frechheit... immer nur autonachrichten vom support

I played without a bonus and they didn't ask for verification even though I asked 5 times...

Ich habe ohne Bonus gespielt und sie haben nicht nach einer verifizierung gefordert da ich extra 5x nachgefragt habe ...

Dear annahoppichler21,

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.

No, unfortunately nothing... every day you get the same answers from support

Nein leider nichts ... jeden Tag bekommt man die selben Antworten vom support

Dear annahoppichler21, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you contacted the casino to check whether verification is required in your case?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Yes, I am in contact almost daily via email or customer service

I have not had any payout in this casino

Ja ich bin fast täglich in Kontakt per Mail oder Kundenservice

Auszahlung hatte ich noch keine in diesem Casino

I received all payments today😊 thank you very much!!

Please close case

Ich habe heute alle Zahlung erhalten😊 vielen lieben dank!!

Bitte Fall schliessen

Dear annahoppichler21,

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