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I requested a withdrawal of €500 each on March 14th, 15th, and 16th. (A maximum of three withdrawals can be requested; before new ones can be made, one must be processed.) The oldest withdrawal request is from March 14th. After contacting support multiple times, I keep receiving the same response: "You currently have so many withdrawal requests to process that all withdrawals are being delayed." Ten business days have now passed, and none of my withdrawals have been processed.

Ich habe am 14.03 am 15.03 und am 16.03 jeweils eine Auszahlung von 500€ beantragt. ( Max können 3 Auszahlungen beantragt werden bevor neue neue getätigt werden können muss eine davon bearbeitet werden) Die älteste Auszahlungsanfrage ist vom 14.03 nach mehrfachen Kontakt zum support erhalte ich immer die gleichen Antworten: Sie haben aktuell so viele Auszahlungen Zum support erhalte bearbeiten das sich alle Auszahlungen verzögern. Mittkerweile sind 10 Werktage vergangen und es wurde noch keine Auszahlung bearbeitet.

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Dear stefanxn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
• Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Attila

Hello Attila,

I have not yet made a successful withdrawal.

I have repeatedly asked via email whether I should/must verify my account, but I always received the answer that it is not currently necessary. I then sent all the required documents via email but received no reply.

without an active bonus.

Regards [redacted]

Hallo Attila,

Ich habe noch keineerfolgreiche Auszahlung vorgenommen.

Ich habe mehrfach per email nachgefragt ob ich mein Konto verifieren soll /muss allerdings bekam ich immer nur die Antwort das es aktuell nicht notwendig ist, ich habe daraufhin alle erforderlicgen Dokumente per Email geschickt bekam aber keine Antwort darauf.

ohne aktiven Bonus.

mfg [redacted]

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear stefanxn,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila