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I made a withdrawal on July 25, 2026.

It has been under revision ever since.

Ich habe am 25.07.26 eine Auszahlung getätigt.

Seitdem an steht es unter Bearbeitung.

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Dear hueseyinaslaner43,

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

My account is verified, I'm a VIP player there and have been for a long time.

I contacted chat support several times, but they kept telling me they'd forwarded it and someone would get back to me. Then, even though I hadn't received an email, I sent the documents again for verification and received a reply confirming I was fully verified. I then asked if they could process my withdrawal, but they told me it was the wrong department and I should contact support via email. I contacted support and asked about the status of my withdrawal, but they just told me to contact the documents department. I'm being passed back and forth. After I told both departments I was being passed around, I haven't received any response from either department since. To this day, the withdrawal is still "being processed."

Mein Konto ist verifiziert bin dort vip spieler und schon lange dort.

Ich habe mehrmals im Chat support nachgefragt dort wird mir nur immer gesagt wir haben es weitergeleitet es wird sich jemand melden. Dan hab ich von mir selbst aus obwohl keine email kam nochmal zum verifizieren die dokumente geschickt und eine antwort bekommen das ich komplett verifiziert bin. Daraufhin habe ich gefragt ob die meine auszahlung bearbeiten können meinten die nur zu mir das ist die falsche abteilung ich soll mich bei der support email melden. Hab mich beim support email gemeldet und gefragt wie es mit meiner auszahlung aussieht meinten die nur ich soll mich beim dokumenten abteilung wenden. Ich werde hin und her geschickt. Und nachdem ich beiden gesagt habe ihr schickt mich hin und her zu ner abteilung kommt seitdem von beiden abteilungen keine antwort mehr. Bis heute ist die auszahlung in bearbeitung

Dear hueseyinaslaner43,

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, I still haven't received the payment.

My account is verified, I'm a VIP player there and have been for a long time.

I contacted chat support several times, but they kept telling me they'd forwarded it and someone would get back to me. Then, even though I hadn't received an email, I sent the documents again for verification and received a reply confirming I was fully verified. I then asked if they could process my withdrawal, but they told me it was the wrong department and I should contact support via email. I contacted support and asked about the status of my withdrawal, but they just told me to contact the documents department. I'm being passed back and forth. After I told both departments I was being passed around, I haven't received any response from either department since. To this day, the withdrawal is still "processing."

Hallo, ich habe die Auszahlung leider immer noch nicht erhalten.

Mein Konto ist verifiziert bin dort vip spieler und schon lange dort.

Ich habe mehrmals im Chat support nachgefragt dort wird mir nur immer gesagt wir haben es weitergeleitet es wird sich jemand melden. Dan hab ich von mir selbst aus obwohl keine email kam nochmal zum verifizieren die dokumente geschickt und eine antwort bekommen das ich komplett verifiziert bin. Daraufhin habe ich gefragt ob die meine auszahlung bearbeiten können meinten die nur zu mir das ist die falsche abteilung ich soll mich bei der support email melden. Hab mich beim support email gemeldet und gefragt wie es mit meiner auszahlung aussieht meinten die nur ich soll mich beim dokumenten abteilung wenden. Ich werde hin und her geschickt. Und nachdem ich beiden gesagt habe ihr schickt mich hin und her zu ner abteilung kommt seitdem von beiden abteilungen keine antwort mehr. Bis heute ist die auszahlung in bearbeitu

Hello,

I received an email stating that you sent a new reply on August 9, 2026 at 10:14 AM, but I don't see it here in the chat, so I wanted to inquire.

Hallo,

Ich habe eine email erhalten das von Ihnen eine neue Antwort kam am 09.08.2026 um 10:14 aber ich sehe es hier nicht im chat das von Ihnen eine antwort kam deswegen wollte ich mal nachfragen

Thank you for the update. I’m sorry to hear that you're being passed around without clear answers on the delay of your withdrawals.

Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Have you accumulated your winnings with or without an active bonus?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Yes, I have already withdrawn several times from this casino; I am actually classified as a VIP player.

My last payout was on May 17, 2026.

I have always played and received my winnings using bonus funds.

The current payment request, which concerns this matter, is still being processed as of July 25, 2026.

Ja ich habe schon mehrmals ausgezahlt in diesem Casino, ich bin eigentlich als VIP Spieler eingestuft.

Meine letzte Auszahlung war am 17.05.26

Ich habe meine gewinne immer mit Bonus gespielt und erhalten.

Die aktuelle Auszahlungsanfrage worum es geht steht immer noch in Bearbeitung seit dem 25.07.26

Dear hueseyinaslaner43,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana, (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean