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I have requested a payout. All I had to do was prove the deposit I made. I offered to send the casino the full February statement so they can see all the necessary payments. This is of course supported.

My bank charges 11 euros for each deposit. If I submit all receipts, I pay 33 euros. I don't see that. I ask for your help and thank you for your commitment.

Mfg Klaus El K***

Ich habe eine Auszahlung beantragt. Ich musste nur noch die Einzahlung belegen, die ich getätigt habe. Ich habe dem Casino angeboten den gesamten Kontoauszug für Februar zu senden, sodass man alle notwendigen Zahlungen einsehen kann. Dies wird natürlich angelehnt.

Meine Bank verlangt für jeden Einzahlungsbelegt 11 Euro. Wenn ich alle Belege einreichen zahle ich also 33 Euro. Das sehe ich nicht ein. Ich bitte um Hilfe und danke Ihnen für Ihr Engagement.

Mfg Klaus El K***

Dear Klaus91,

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

Hello Casino Guru Team,

the problem is that the casino won't accept my bank statement for the whole of February. I need to provide proof of receipt of payment from my account. The bank statement would be more than enough. But they don't want to accept that.

I won't get paid if they don't accept this.

Hallo Casino Guru Team,

das Problem besteht darin, dass das Casino mein Kontoauszug für den gesamten Februar nicht akzeptiert. Ich soll eine Zahlungseingang meines Kontos nachweisen. Der Kontoauszug wäre mehr als genug. Das wollen die aber nicht akzeptieren.

Ich werde keinen Zahlung kriegen, wenn die das nicht akzeptieren.

I already wrote you that in my first message.

It's not about the wait. It is about the deposit confirmation. Please read my first message.

Thank you for your trouble

Ich habe Ihnen das auch schon in meiner ersten Mitteilung geschrieben.

Es geht nicht um die Wartezeit. Es geht um den Einzahlungsbestätigung. Lesen Sie bitte meine erste Mitteilung.

Danke für Ihre Mühe

Thank you very much for your reply, Klaus91. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Klaus91,

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.