The player from Germany had been waiting for a €600 withdrawal from DrückGlück for a month, but it was sent to a closed bank account. Despite providing documentation of the account closure and requesting proof of payment, DrückGlück repeatedly stated that the money had been paid out without any verification. The player did not receive the funds, which led to ongoing frustration. The complaint was marked as resolved following the player's confirmation of the issue being resolved.
DrueckGlueck Casino DE - Player’s withdrawal has been delayed and unverified.
Resolved
Our verdict
Case closed
Amount: €600
DrueckGlueck Casino DE
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
Hello, I made a withdrawal of €600 from DrückGlück (DG). The withdrawal was made to a closed account, meaning it no longer exists. I initially contacted DrückGlück via the app's chat function and was told the money had been paid out. I waited several days for them to locate the chargeback. Upon inquiring again, I was told once more that the money had been paid out. Inquiries with my former bank revealed that the account no longer exists and that the money cannot be accepted and will be returned to the sender, or rather, remain there because the transfer was rejected. I then contacted DG for the first time via email. The response was disappointing; DG replied that the money had been paid out. I then sent DG the documentation proving the account closure via email, and they said they would review it again. The response was again that the money had been paid out. I then specifically asked DG for proof of payment (ARN/Transaction ID, etc.). No such proof was provided. They only repeatedly stated that the money had been paid out. Despite repeated requests for proof of payment and warnings of potential violations of transparency and GDPR, DG has still not been able to prove where or to whom the money was paid, or even if it was paid out at all. In any case, it never arrived in my account or was credited back. The payment was supposed to have been made on December 5, 2025.
Attached I have included as a PNG file the last three replies from DG to my email requests, and as a JPG I am also providing you with the proof of account closure, i.e. the proof that DG also received.
Best regards
****** ********
Edited by a Casino Guru admin
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2 months ago
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2 months ago
Dear Viva1909,
Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with DrueckGlueck Casino. I'm afraid I will need more information regarding your problem.
Could you please confirm whether you have requested the withdrawal before or after your bank account was closed?
Thank you in advance for your response.
Best regards,
Attila G.
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2 months ago
TranslationHello and thank you for the quick inquiry.
The account was closed effective September 29, 2025, and a payout was requested on December 5, 2025, and as Drück Glück says, it was successfully carried out.
Attached you will find DG's most recent response to my request for a payment receipt.
Best regards
Edited by a Casino Guru admin
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1 month ago
Dear Viva1909, thank you for your response. I would appreciate it if you could clarify the reason for the payment being sent to an inactive account. Was there a possibility of outdated information being entered by mistake?
Thank you for your understanding and cooperation.
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1 month ago
TranslationHi Attila, yes, several payment methods are registered and verified with Drück Glück. Since I only play occasionally, I neglected to delete the inactive payment method. The withdrawal was then processed through this inactive account. However, my former bank informed me that the money would not be accepted or would be returned to the sender, meaning the money should be with Drück Glück. Drück Glück also cannot confirm the withdrawal because, according to them, another payment service provider is involved on their behalf.
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1 month ago
Dear Viva1909,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Viva1909,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Matej
