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Hello

I hope you can help me. I've been waiting for my payout for two weeks now.

I played with a bonus but won real money. I canceled the bonus (non-sticky) so that I could withdraw 500 euros. I did this too.

That was May 10, 2025. I've asked several times in the chat, but I'm always told something different, for example that it takes a maximum of four days and is only processed on working days, but that was already on the 10th day.

I don't think waiting 2 weeks is okay because the terms and conditions state that it takes a maximum of 5 days for the payout.

I hope you can help me.

LG

Kim K.

Hallo

ich hoffe sie können mir helfen ich warte jetzt 2 Wochen auf meine Auszahlung.

ich habe mit bonus gespielt aber im Echtgeld gewonnen habe den bonus storniert (non sticky) so das ich 500 euro auszahlen konnte habe dies auch getan.

das war 10.05.2025 habe mehrmals schon im chat nachgefragt aber immer wird mir was anderes gesagt zum Beispiel das es maximal 4 tage dauert und nur an Werktagen bearbeitet wird das war aber auch schon am 10. Tag.

ich finde das 2 Wochen warten nicht ok ist da in den Bedingungen steht das es maximal 5 tage dauert mit der Auszahlung.

ich hoffe sie können mir helfen.

LG

Kim K.

Dear Kimykaze,

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 Kimykaze,

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

thank you very much for the help

no, I haven't received my money yet.

and also received no information from the casino

Hallo

vielen dank für die Hilfe

nein es ich habe mein Geld noch nicht erhalten.

und auch keine info vom Casino erhalten

Dear Kimykaze, 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 ask the casino if it was okay to cancel the bonus before withdrawing?

Also, do you know what stage the wagering requirement was at when you canceled the bonus?

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.

Hello

You don't have to do a KYC until you deposit or withdraw 2000 euros or more.

I have withdrawn several times from the same provider but not from this casino.

I canceled it while I was still in real money. Unfortunately, I don't have any screenshots from the live chat.

Hallo

eine kyc muss mann nicht machen erst ab 2000 euro ein-oder Auszahlung.

habe beim selben Anbieter schon mehrmals ausgezahlt aber in diesem casino noch nicht.

habe es storniert da war ich noch im Echtgeld habe leider keine screenshots vom livechat

But I was often told that I shouldn't worry, everything is fine

Mir wurde aber öfters gesagt das ich mir keine sorgen mache solle es ist alles in ordnung

Hello, I just wanted to let you know that my payout arrived today.

Thank you very much for your help.

took exactly 3 weeks

Hallo ich wollte nur bescheid sagen das meine Auszahlung heute angekommen ist.

haben sie vielen dank für die Hilfe.

hat genau 3 Wochen gedauert

Dear Kimykaze,

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