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Like last time, it's been 3 weeks since I requested a payout, I'm always put off like last time 05-04-2023 03:57:27 AM 280331 Payout Requested Generic 55 I don't know exactly what email I get in the Profile not displayed Thank you for your help

Wie beim letzten Mal sind es wieder 3wochen her wo ich eine Auszahlung beantragt habe immer wieder werde ich vertröstet wie beim letzten Mal 05-04-2023 03:57:27 AM 280331 Payout Requested Generic 55 Mit der Email weiß ich nicht genau wird mir im Profil nicht angezeigt vielen Dank für ihre Hilfe

Dear Horno12,

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?

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

No, like last time, the numbers just aren't out, they also reply to e-mails and always say we'll do it, but nothing happens. I also made a complaint here at the time and they closed it and I received my money

Nein es ist wie beim letzten Mal die Zahlen einfach nicht aus auch auf E-Mails antworten die und sagen immer wir machen das aber da passiert nichts ich hatte hier damals auch eine Beschwerde abgegeben und sie Konten es lösen und ich habe mein Geld erhalten

Thank you very much, Horno12, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Thank you as always, top work from you 🌷🌷🌷🌷🌷🌷🌷🌷🌷🌷

Ich danke ihnen wie immer Top Arbeit von euch🌷🌷🌷🌷🌷🌷🌷🌷🌷🌷

Hello, Horno12!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you Pavel

Vielen Dank Pavel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team