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After repeatedly reading in this forum that winnings have not been paid out on time, I feel compelled to turn to you as well. Currently, there are three requests for payouts of 500 euros each. It is stated that 500 euros are paid out every 24 hours. So far, I have not seen any winnings in my account. I would like to withdraw more, but I can't because the remaining amounts have not yet been paid out.

Nachdem ich schon mehrmals hier im Forum lesen musste, dass Gewinne nicht rechtzeitig ausgezahlt wurden, sehe ich mich gezwungen mich ebenfalls an sie zu wenden. Es liegen derzeit 3 Anträge mit jeweils 500 Euro zur Auszahlung. Es wird beschrieben, dass alle 24 Stunden 500 Euro ausbezahlt werden. Bis jetzt konnte ich noch keinen Gewinn auf meinem Konto entdecken. Ich würde noch mehr auszahlen lassen wollen, geht aber nicht , da die übrigen Beträge noch nicht ausgezahlt wurden.

Dear daviddrimer,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you contacted casino support and asked for assistance?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

My account is fully verified. I have already written to support several times and have always been referred to the KYC department. They say the payment will be made in due course. After reading here several times that people had the same problem, I wanted to get ahead of myself and write to them. It's about a total of 3500 euros. The amounts were requested on December 1st, 2024.

Mein Konto ist vollständig verifiziert. Ich habe bereits mehrmals mit dem Support geschrieben und wurde immer nur an die KYC Abteilung verwiesen. Diese meint es wird zu gegebener Zeit ausbezahlt. Nachdem ich bereits mehrmals hier gelesen habe, dass Personen das gleiche Problem hatten, wollte ich vorgreifen und ihnen schreiben. Es geht um insgesamt 3500 Euro. Die Beträge wurden am 01.12.2024 beantragt.

The first payment of 7 was made today.

Es wurde heute die erste Zahlung von 7 getätigt.

Dear daviddrimer,

Thanks for the update and the explanation.

• Do your payouts proceed reasonably on time?

Please let us know if you encounter any obstacles in receiving your payout.

case can be closed

Fall kann geschlossen werden

Dear daviddrimer,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru