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I have been waiting for over a week for my address to be updated in the system. Due to this delay, I cannot complete the verification process and therefore cannot withdraw my €1,200.

I've contacted support every day, but the only response I get is to please wait. There's no progress whatsoever, no clear information, and no indication that anyone is actually addressing my problem.

This situation is extremely frustrating and unacceptable, as without changing my address I am blocked and have no access to my own money.

ich warte jetzt seit über einer Woche darauf, dass meine Adresse im System aktualisiert wird. Aufgrund dieser Verzögerung kann ich die Verifizierung nicht abschließen und somit auch meine Gelder in Höhe von 1.200 EUR nicht auszahlen lassen.

Ich habe den Support jeden Tag kontaktiert, aber die einzige Antwort, die ich bekomme, ist, dass ich bitte warten soll. Es gibt keinerlei Fortschritte, keine klaren Informationen und keine Hinweise darauf, dass sich tatsächlich jemand um mein Problem kümmert.

Diese Situation ist extrem frustrierend und inakzeptabel, da ich ohne die Adressänderung blockiert bin und keinen Zugang zu meinem eigenen Geld habe.

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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 Steffen.Pfeffer,

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 Steffen.Pfeffer,

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 Steffen.Pfeffer,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru