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Hello, on 04/09/22 I deposited 100 euros, there was a 100% bonus, I implemented this and was able to request a payout of 900 euros. My documents were checked and accepted on the same day. Since then I've been waiting for the payout of the winnings. I've used the customer chat more than once, I'm kindly asked to be patient as the managers process everything manually. I've been waiting so long that I don't think I'll get anything anymore.

Guten Tag, ich habe am 09.04.22, 100 Euro eingezahlt, es gab 100 % Bonus, diesen habe ich umgesetzt und konnte eine Auszahlung Anfrage in Höhe von 900 Euro stellen. Meine Dokumente wurden am gleichen Tag geprüft und akzeptiert. Ich warte seitdem auf die Auszahlung des Gewinns.Ich habe den Kundenchat öfter genutzt, ich werde freundlichen um Geduld gebeten, da die Manager alles manuell bearbeiten. Mittlerweile warte ich so lange das ich denke ich erhalte nichts mehr.

Dear Werner,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only? Have you received confirmation about successful account verification?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Good Morning

The payment of 900 euros is pending in the game account. The full verification was confirmed to me by customer service.

Many greetings

Guten Morgen

Die Auszahlung in Höhe von 900 Euro steht als Ausstehend im Spielkonto. Die vollständige Verifizierung wurde mir vom Kundenservice bestätigt.

Viele Grüße

Thank you very much, Werner, 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.  

Thanks very much,

I received the profit in full today.

Kind regards

Vielen Dank,

Ich habe den Gewinn heute vollständig erhalten.

Mit freundlichen Grüßen

Hello, Werner,

What 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