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I am concerned that my withdrawal is being significantly delayed. Although the website's Terms & Service state that a withdrawal is processed within 24 hours, my withdrawal request has already been pending for 48 hours.

Ich befürchte das sich meine Auszahlung erheblich verzögern wird. Obwohl in den Terms & Service der Website steht, das eine Auszahlung innerhalb von 24 Stunden bearbeitet wird. Die Auszahlungsanfrage ist jedoch schon 48 Stunden alt.

Dear markster332,

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,

Tomas

Hello,

Of course it can take a little longer. But it clearly says on their website that it will be processed within a day. I also checked twice in the live chat that I was fully verified. However, I just received an email saying that documents were still required, but I submitted them a long time ago. This all seems a little shady to me.

Hallo,

natürlich kann es ein wenig länger dauern. Aber auf deren Seite steht deutlich das es innerhalb eines Tages bearbeitet wird. Außerdem habe ich mich 2 Mal absichern lassen, das ich vollständig verifiziert bin im Live Chat. Vorhin kam jedoch eine Mail, das noch Unterlagen benötigt werden, allerdings habe ich diese schon längst eingereicht. Das scheint mir alles ein wenig zwielichtig.

They keep asking for more information. This is not the casino's concern. They refuse to pay me the money-

Sie fordern die ganze Zeit mehr Informationen. Diese geht das Casino nicht an. Sie weigern sich mir das Geld auszuzahlen-

Dear markster332,

• Could you please list which documents you already submitted to the casino?
• Which were accepted and which were rejected?
• Is your casino account still accessible to you?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear markster332,

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.