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I received a bonus of 12 free spins on December 23, 2025. The free spins were awarded every other day, as the bonus was part of a month-long promotion. I played the free spins and was then able to meet the wagering requirements for the bonus, and the bonus money was converted into real money. The maximum winnings from this offer are €50. After requesting a withdrawal, I had to fully verify my profile. I provided all the required documents and completed the KYC verification. I also received an email confirmation that my account was fully verified. The request was then processed on December 28, 2025, and the withdrawal was approved. Since then, no deposit has been received in my crypto wallet. When I contacted customer support via live chat, I was only told that the withdrawal had been processed and paid out. I still haven't received the withdrawal, nor have I received any useful information from customer service. First, I was asked to provide statements from my wallet, and shortly afterward, the chat was closed. The next support representative I spoke to asked me to wait a little longer, as in some cases a withdrawal can take longer than usual. A third representative claimed to have forwarded my request to the finance department and said they would contact me by email as soon as the problem was resolved. I'm still waiting for a response. I'd like to know what else I can do besides contacting the casino or customer support, and what steps I should take next?

I look forward to your feedback!

Best regards

Karl P.

Ich habe am 23.12.2025 einen Bonus von 12 Freispielen erhalten. Die Freispiele gab es jeden Zweiten Tag da es sich bei Dem Bonus um eine Promo-Aktion handelt die den ganzen Monat lang ging. Ich habe die Freispiele gespielt und darauf hin konnte Ich die Umsatzanforderungen für den Bonus erfüllen, dementsprechend wurde das Bonusgeld in Echtgeld umgewandelt. Der maximale Gewinnbetrag aus diesem Angebot liegt bei 50€. Nach dem die Auszahlung beantragt war, musste Ich mein Profil vollständig verifizieren. Ich habe alle benötigten Dokumente bereitgestellt und Die KYC-Überprüfung abgeschlossen. Ich habe auch eine Bestätigung per E-Mail erhalten das mein Konto vollständig verifiziert sei. Der Antrag wurde dann am 28.12.2025 bearbeitet und die Auszahlung wurde genehmigt. Seit dem ist in meiner Krypto-Wallet keine Einzahlung eingegangen. Als Ich mich im Live-Chat beim Kundensupport erkundigen wollte, sagte man mir nur dass die Auszahlung bearbeitet und Ausgezahlt wurde. Ich habe immer noch keine Auszahlung erhalten und auch keine vernünftige Auskunft vom Kundenservice. Erst sollte Ich Auszüge aus meiner Wallet bereit stellen und kurz darauf wurde der Chat geschlossen. Vom nächsten Support-Mitarbeiter wurde Ich gebeten noch etwas länger zu warten da es in einigen Fällen vorkommen kann das eine Auszahlung mehr Zeit in Anspruch nimmt als üblich. Ein Dritter Mitarbeiter behauptete mein Anliegen an die Finanzabteilung weiter geleitet zu haben und das man sich bei mir per Mail melden würde sobald das Problem behoben wurde. Ich warte bis Heute auf eine Rückmeldung. Ich würde gerne erfahren was Ich noch machen kann außer mit dem Casino bzw. dem Kundensupport in Kontakt zu treten und welche Maßnahmen Ich als nächstes in die Wege leiten sollte?

Ich freue mich auf Ihre Rückmeldung!

Mit freundlichen Grüßen

Karl P.

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Hello,

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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for your prompt reply. I am fully verified and have made deposits at the casino. I submitted the withdrawal request 17 days ago, and it was confirmed 12 days ago. Since then, I have not received any funds.

I hope that the period is long enough to be able to do something about it.

Thank you for your effort and time, and have a nice day. I look forward to your reply and greatly appreciate your offer of help.

Best regards

Karl P.

Ich Danke Ihnen für die schnelle Rückmeldung. Ich bin Vollständig verifiziert und habe auch Einzahlungen in dem Kasino getätigt. Die Auszahlungsanfrage habe ich vor 17 Tagen gestellt, bestätigt wurde diese auch schon vor 12 Tagen. Seither ist keine Einzahlung bei mir eingegangen.

Ich hoffe das der Zeitraum ausreichend lang ist um etwas dagegen unternehmen zu können.

Ich danke Ihnen für Ihre Mühe und Zeit und wünsche einen schönen Tag. Ich freue mich auf Ihre Antwort und schätze die Angebotene Hilfe sehr.

Beste Grüße

Karl P.

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Thank you for your cooperation.

Dear Karl1334,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru