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I've been waiting for my payout since May 9th, they always say the same thing in the chat

Warte seit dem 09.05 auf meine Auszahlung im Chat sagen sie immer das gleiche

Dear Milian26,

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 Milian26,

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.

Hello, no payment not processed or paid. Chat always says that the benefits department currently has a lot of payouts, which is why there are delays. To be honest, they have been saying this for over a week and in the chat, always the same answer. I am really angry with the casino.

Hallo Nein Zahlung nicht bearbeitet bzw Bezahlt Chat sagt immer das die Leistungsabteilung momentan viele Auszahlungen hat deswegen es zu Verzögerung kommt ganz ehrlich das sagen seit über 1 Woche und im Chat immer die gleiche Antwort bin stinke Sauer auf das Casino

Dear Milian26, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? 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.

Verification is not necessary for amounts under 500 euros played without a bonus. Payouts have been made frequently at their casino group, but I have never had to wait so long!!!

Verifizierung ist nicht notwendig bei Beträgen unter 500euro ohne Bonus gespielt Auszahlungen gab es bei deren Casino Gruppe schon öfters nie solange gewartet !!!

Dear Milian26, please respond to my previous questions.

Have you contacted the casino to confirm whether there are truly no verification steps required?

No, no bonus and no payout where casino verification is not necessary!!!!

Nein kein Bonus und keine Auszahlung bei denen Casino verification nicht notwendig !!!!

And that's exactly what I hear every day in live chat

Und genau das höre ich jeden Tag in Livechat

Today still nothing happened as usual

Heute immer noch nix passiert wie immer

Dear Milian26, have you received any update from the casino since your last message? Or have you finally received the money?

I have received the money can be closed

Habe das Geld erhalten kann geschlossen werden

Dear Milian26,

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