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Hello,

On November 27, 2023, I made two withdrawals of 100€ and 200€. The status is showing as "pending". After a number of enquiries, I was informed via live chat that the withdrawals were successful and that I would receive the money in my account (screenshot available)

I wanted to double-check the status and suddenly, I was prompted to verify myself. I uploaded all the necessary documents which were accepted. However, I still haven't received my money. Also, the status is still showing as "pending". Please help me get my money.

Hallo,

ich habe am 27.11.2023 zwei Auszahlungen gemacht 100€ und 200€. Der Status ist auf „pending". Nach mehrfacher Nachfrage, wurde mir im Live Chat gesagt, dass die Auszahlung erfolgreich und ich das Geld auf mein Konto erhalten werde (Screenshot vorhanden)

Ich wollte den Status nochmals prüfen und plötzlich musste ich mich verifizieren, ich habe alle Unterlagen hochgeladen und es wurde auch akzeptiert. Allerdings habe ich mein Geld immer noch nicht erhalten. Auch der Status ist immer noch auf „pending". Bitte helfen Sie mir mein Geld zu kriegen.

Dear macknufi1993,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hello Tomas,

Many thanks for the answer. I'll wait and report back if there are still problems after checking.

Hallo Tomas,

Vielen dank für die Antwort. Ich werde warten und mich nochmal melden wenn es nach der Überprüfung weiterhin Probleme gibt.

Hello Tomas,

my account was successfully verified and the withdrawal was approved.

However, there are still problems with the payout. According to the casino I should have already received the money, but I didn't receive any money and I also sent the casino a recent bank statement. The casino has not responded since then.

Hallo Tomas,

mein Konto wurde erfolgreich verifiziert und die Auszahlung wurde genehmigt.

Es gibt aber weiterhin Probleme mit der Auszahlung. Laut dem Casino sollte ich das Geld bereits erhalten haben, aber ich habe kein Geld erhalten und habe dem Casino auch einen aktuellen Kontoauszug geschickt. Das Casino hat sich seitdem nichtmehr gemeldet.

Could you please specify when the withdrawal was approved?

Do I understand correctly you opted for a withdrawal via bank transfer? If you have any correspondence with the casino relevant to the case, please forward it to my email at tomas@casino.guru

Dear macknufi1993,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.