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Hello

I submitted a withdrawal request for €800 on July 27, 2025.

It's still being processed, and I keep being told that it won't be long now and that the finance department has been informed and is taking care of it.

Can you help me with this?

Hallo

Ich habe am 27.07.2025 einen Auszahlungantrag über 800€ gestellt.

Er befindet sich immer noch in Bearbeitung und mir wird immer wieder gesagt, dass es nicht mehr lange dauert und die Finanzabteilung informiert ist und sich darum kümmert.

Können sie mir dabei helfen?

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good day,

Some payouts have already been made.

Only since I've been in the black have I stopped getting paid out.

Otherwise, you will be paid out within 3 days.

It's been 9 days now!!!

KYC verification is not required and, as mentioned, amounts have already been paid out several times.

There are currently 3 payouts pending.

800,00€

500,00€

500,00€

Thank you for your help.

LG Dinho

Guten Tag,

Es wurden schon einige Auszahlungen getätigt.

Erst seit ich im Plus bin wird nicht mehr ausgezahlt.

Ansonsten haben Sie innerhalb von 3 Tagen ausgezahlt.

Jetzt sind es schon 9 Tage!!!

Die KYC Verifizierung wird nicht verlangt und es wurde wie gesagt auch schon mehrfach Beträge ausgezahlt.

Aktuell sind 3 Auszahlungen offen.

800,00€

500,00€

500,00€

Ich danke Euch für eure Hilfe.

LG Dinho

Dear player,

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.

Good morning,

Unfortunately no payouts.

You are always told that there are so many payouts.

Guten Morgen,

Leider keine Auszahlungen.

Man wird immer nur vertröstet, dass es so viele Auszahlungen.

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

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

Since you submitted the complaint, have you received any part of the pending withdrawals? If so, could you please let us know how much was paid and when?

Also, just to be sure, how much money in total are you currently trying to withdraw from the casino?

To better understand your situation, could you also please share a screenshot of your withdrawal history from your casino account, showing the pending and/or completed withdrawals?

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.

Good morning Dominika,

I sent them the first part of the email history yesterday and now I have just sent them the last emails, including screenshots and the amount in question.

As mentioned, there are 3 outstanding payments (800.00€, 500.00€ & 500.00€)

Please help.

LG

Guten Morgen Dominika,

Ich habe ihnen gestern den ersten Teil des E-Mails Verlaufs geschickt und jetzt gerade die letzten E-Mails inklusive Screenshots und den Betrag um den es geht.

Es sind wie gesagt 3 offene Auszahlungen ( 800,00€, 500,00€ & 500,00€ )

Bitte um Hilfe.

LG

Hello Dominika,

I sent everything again with the complaint ID for better identification.

Best regards

Hallo Dominika,

ich habe alles nochmal mit der Beschwerde ID zur besseren Zuordnung geschickt.

Beste Grüße

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

Dear player,

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,

Dominika