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I requested a withdrawal on August 18th, first via €Credit Card, which was also used for the deposit, but according to an email from the casino, this option is no longer available. Following this, I made a withdrawal via MuchBetter. On August 21st, I was informed via email and by a representative that the processing was complete and that the casino had released the payment on the same day. The next day, the payment had not yet arrived. I waited and then inquired again. Initially, I was asked to wait an additional 12 hours with a guarantee that the money would be there, but then they told me to wait 48 hours. I did as instructed, but I still have not received the withdrawal in my account. Each representative tells me something different. I also sent an email and three days later, I have yet to receive a response. Then I politely asked for the transaction ID or the reference number used for the payment, but they told me they don’t have one. I need this information for MuchBetter to verify where the money has gone. Then I was told to wait until tonight, which I did, but still nothing. Now I am supposed to wait 72 hours until the finance department contacts me sometime on Monday. I am very disappointed. Neither the casino nor MuchBetter is making an effort to resolve this issue quickly. They just keep asking me to wait. We need a transaction number as proof, but the casino won't provide it. Very disappointing. I really enjoyed the games because they were great...

Ich habe am 18.08 eine Auszahlung beantragt erst via €Kreditkarte wurde auch für die Einzahlung Geburt, dies bietet das Casino aber nicht mehr an laut Email. Daraufhin habe ich eine Auszahlung via MuchBetter getätigt, am 21.08 wurde mir gesagt per Mail und auch via Mitarbeiter die Bearbeitung ist abgeschlossen und das Casino hätte am gleichen Tag die Zahlung freigegeben. Am nächsten Tag war die Zahlung noch nicht da, ich habe gewartet, dann nochmal gefragt erst hieß es warte noch 12 Stunden das Geld wird dann da sei ( wurde mir garantiert) dann hieß es warte 48 Stunden. Dies hab ich getan, ich hab aber noch immer keine Auszahlung auf meinem Konto. Jeder Mitarbeiter erzählt mir was anderes, ich hab daraufhin auch eine email geschrieben, bis heute 3 Tage später keine Antwort. Dann hab ich freundlich nach der Transactionid oder der Referenznummer gefragt die für die Zahlung genutzt wird, sowas hätten die nicht. Ich bräuchte diese nämlich für MuchBetter anders können sie nicht prüfen wo das Geld geblieben ist. Dann hieß es warten sie nochmal bis heute Abend ab, dann melden sie sich.. gesagt getan, noch immer nichts. Jetzt soll ich 72 Stunden warten, bis sich die Finanzabteilung Montag irgendwann bei mir meldet. Bin sehr enttäuscht, weder das Casino noch MuchBetter ist bemüht die Lage schnell zu klären.. es heisst nur warten sie noch, wir brauchen eine Transaktionsnummer als (Beleg) die rückt das Casino nicht raus.. sehr enttäuschend, ich hatte wirklich Spaß - weil die Spiele super sind….

Dear Catmomiii,

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, 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

The case was forwarded to the finance department. After a lot of back and forth, I have now found out my transaction number and sent it to MuchBetter support so that they can locate the transaction. As soon as I know anything new, I will let you know.

Der Fall wurde an die Finanzabteilung geleitet. Ich habe nach langem hin und her, jetzt meine Transaktionsnummer herausgefunden und diese an den Support von MuchBetter geschickt, damit sie die Transaktion lokalisieren. Sobald ich was Neues weiß melde ich mich.

Thank you for the information. We still recommend you wait the full 14 days for your winnings to appear in your bank account. Nevertheless, if you learn anything else regarding your case, please forward the information to me at veronika.l@casino.guru. Alternatively, you may post screenshots here.

The payout from August 18th could not be transferred because my casino account was registered in Mongolia for some reason. After checking and sending documents such as ID and proof of address, the account was changed. I requested a payout again on August 26th, but since the casino in my country does not offer MuchBetter as a payment method, this also had to be cancelled. I have now requested a payout via bank transfer. I hope that everything works out now, but I have to wait the 48-hour waiting period again. After the 48-hour waiting period, the payment will be released on the next working day. I will get in touch as soon as I have new information... I have never experienced anything like this before.

Die Auszahlung vom 18.08. konnte nicht überwiesen werden, da mein Casino Konto warum auch immer in der Mongolei registriert war, nach Überprüfung und Sendung von Dokumenten Ausweis , Adressnachweis wurde das Konto umgestellt. Ich hatte am 26.08 nochmal eine Auszahlung beantragt, da das Casino aber aus meinem Land MuchBetter als Zahlungsmethode nicht Anbieter, musste diese auch abgebrochen werden. Ich habe nun über Banküberweisung eine Auszahlung beantragt. Ich hoffe das klappt jetzt alles, ich muss allerdings schon wieder die 48 Stunden warte Zeit abwarten, nach den 48 Stunden Wartezeit wird die Zahlung am nächsten Werktag freigegeben. Ich melde mich sobald ich neue Infos habe… sowas hab ich noch nie erlebt

Thank you, Catmomiii, for letting me know. Is your account now fully verified and has your country of residence been successfully changed by the casino?

When exactly did you submit your most recent withdrawal request? What is its current status? Has it been approved or is it pending in your account?

Dear Catmomiii,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.