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The casino says my money has been withdrawn but there is a bug in the system and they do not know where my money is

Das casino sagt mein Geld wurde ausgezahlt aber es gäbe einen Fehler im System und daher wissen sie nicht wo mein Geld ist

Dear Alessandro,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please, could you provide more information and details so we can understand fully what happened? When exactly did you request a withdrawal? What is the status of the transaction in your casino account – is it pending or processed?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru

Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina, I have sent you an email

Hallo Kristina ich habe Ihnen eine Email gesendet

It’s quite usual for withdrawal, 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 and your withdrawal was approved only a few days ago.

I would recommend you waiting for a few more days (let's say 7 more) and if there is still no development in your case, we will intervene. 

Thank you again I will wait 7 days as you suggested.

Vielen Dank ich werde nochmal wie sie vorgeschlagen haben 7 Tage warten.

At the moment it looks like the customer service is telling me the money was transferred on 11/23/2020. I even received a transaction number, but my bank did not receive any money and my clerk from the bank cannot see any money received or a reservation.

Momentan sieht es so aus das der Kundenservice mir sagt das Geld sei am 23.11.2020 überwiesen worden. Ich habe sogar eine Transaktionsnummer bekommen aber bei meiner Bank ist kein Geld angekommen und mein Sachbearbeiter von der Bank kann auch nirgends einen geldeingang oder eine Vormerkung sehen.

Dear Alessandromure85,

Is there anything new? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.