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Payment from August 13th – Please clarify immediately

I successfully verified my account before making my deposit.

On August 13, 2025, I requested a withdrawal of €300. Shortly thereafter, I received a notification from you stating that my verification was allegedly incomplete because the submitted documents were illegible.

Since this isn't the case, I sent fully legible documents to Winmega again by email that same day. Unfortunately, I haven't received any confirmation or feedback to date. The payout status is still pending.

Thank you for your support.

Best regards

Patrick

Auszahlung vom 13.08. – Bitte um umgehende Klärung

bereits vor meiner Einzahlung habe ich mein Konto erfolgreich verifiziert.

Am 13.08.2025 beantragte ich eine Auszahlung in Höhe von 300 €. Kurz darauf erhielt ich von Ihnen die Mitteilung, dass meine Verifizierung angeblich unvollständig sei, da die eingereichten Dokumente nicht lesbar wären.

Da dies nicht zutrifft, habe ich noch am selben Tag erneut vollständig lesbare Dokumente per E-Mail an Winmega übermittelt. Leider habe ich bis heute weder eine Bestätigung noch eine Rückmeldung erhalten. Der Auszahlungsstatus ist weiterhin ausstehend.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Patrick

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 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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