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Waiting for a small withdraw of 520 chf since three weeks now.

the first two withdraws went very fast by the same way. The third one is just hell.

fighting for every answer in chat or via email.

sending many documents. Even a complete bank statement of me( feels really bad)

many is lost. Got charged back after two weeks.

next attemp, same result. No money.

live chat is no more available for me.

no answer on my messages.

no one ever said sorry to me or gave any information.

Iam getting more and more angry.

why are you doing such a good marketing on this site??

just mad!!

Dear jihanneshermes1985,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can better understand the situation.

Were your submitted bank statements approved? Have you accumulated your winnings with or without an active bonus? Do I understand correctly you requested your bank for a chargeback of your deposits? Did you receive any explanation from the casino about why your cashout wasn't processed yet?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

the payout worked 2X without any problems. The third didn't work. Had to submit further documents (a full bank statement) and was told everything is fine over and over again. I asked a lot. Last week it was booked back and I tried again. Everything was always blamed on the payment provider. In the beginning everything was easy. With the third payout then nothing worked. Also had a payout of 2000.00 CHF. Over 3 days pending. Unfortunately I canceled and lost it. The CHF 520.00 has not been paid out since March 14th (or earlier).

Hallo

die Auszahlung hat 2X ohne Probleme geklappt. Die dritte hat nicht funktioniert. Musste weiter Dokumente einreichen(einen kompletten Kontoauszug) mit wurde immer wieder gesagt alles ist in Ordnung. Habe sehr of nachgefragt. Letzte Woche ist sie dann zurückgebucht worden und ich hab es neu versucht. Es wurde immer alles auf den zahlungsprovider geschoben. Am Anfang war alles easy. Mit der Dritten Auszahlung ging dann nichts mehr. Hatte auch eine Auszahljng über 2000.00 CHF. Über 3 Tage pending. Hab sie dann leider gecancelled und verloren. Die 520.00 chf sind seit dem 14.03 (bzw. Schon früher) nicht ausgezahlt.

Thank you very much, jihanneshermes1985, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, jihanneshermes1985!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Jihanneshermes1985, have you still not received your withdrawal?

We have found out from the casino representative that the player had played their funds. Therefore, I must reject this complaint. I am sorry that it turned out in a such way. I wish I could do more.