The player from Germany has requested a withdrawal one week prior to submitting this complaint. The winnings were received 12 days after requesting a withdrawal, without involving the casino in resolving the issue. The complaint is resolved.
DrueckGlueck Casino DE - Player’s withdrawal has been delayed.
Amount: €1,771
DrueckGlueck Casino DE
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello casino guru, could you help me? I deposited 20 euros at rückglück and won 1771 euros, I went to the payout and since then I have not received any reaction from rück glück until today and that was a week ago, please help me, otherwise I will have to involve my lawyer.
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1 year ago
Dear dennisk,
Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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1 year ago
Translation
Hello Casino Guru thanks for your email. I am already fully verified at casino press luck and have also photographed everything, so if you need anything, no problem. What annoys me and makes me suspicious that you can't reach anyone and don't get an answer to email
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1 year ago
I fully understand your frustration, dennisk. However, I will set the timer for additional 2 days allowing to casino two full weeks to process the payment and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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1 year ago
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Hello, thank you for your answer and I'm looking forward to your help and I'm curious if and how the casino will react.
Then I'll say LG Dennisk by Tuesday
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1 year ago
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Hello Petronela
Regarding my case of DrückGlück, I ask myself whether the casino wants to fool me. I made a payment of 1771 euros on 06/09/22. After more than a week I finally got an answer from chat.
See the screenshot
Apparently the payment is gone
Sunday, June 19th, I got back to you and I got an answer on Monday, June 20th, 2022
See the screenshot 
Today is 6/22/22 and the money is still not in the account.
What's going on there ???
Honestly, no transfer takes that long.
Hello Dennis
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1 year ago
Thank you very much, dennisk, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Translation
Hello casino guru
Received my prize of 1771 euros from rückglück after 12 days.
Hello Dennis
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1 year ago
Hello, dennisk,
Great news! Thank you very much for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
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