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Hello, I submitted a withdrawal request on 03.10.2024. My account is verified, and I received a confirmation via email. My withdrawal has not been processed for 10 days. Every day I am given empty promises in the chat, but nothing happens. I hope I can get help here.

Hallo, ich habe am 03.10.2024 eine Auszahlungsanfrage gestellt. Mein Konto ist auch verifiziert, ich bekam eine Bestätigung per Email. Seit 10 Tagen wird meine Auszahlung nicht bearbeitet. Ich werde jeden Tag im Chat vertröstet, aber es passiert gar nichts. Ich hoffe hier kann mir geholfen werden.

Dear AK1982888,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

How long should I wait? It is now October 15, 2024 and I still haven't received my money. 12 days have passed. I had 179 euros paid out and 131 euros are still in my account. So I've been cheated out of 310 euros. The live chat has now been turned off for me, which means I can no longer contact support via live chat. I haven't received a response via email for a long time. In my opinion, this is a scam company.

Wie lange soll ich noch warten? Wir haben jetzt den 15.10.2024 und noch immer habe ich mein Geld nicht bekommen. Es sind jetzt schon 12 Tage vergangen. Ich habe 179 Euro auszahlen lassen und 131 Euro befinden sich noch auf meinem Konto. Ich werde hier also um 310 Euro betrogen. Der Livechat ist für mich jetzt ausgestellt worden, das heisst, ich kann den Support nicht mehr über Livechat kontaktieren. Über Emails bekomme ich schon lange keine Antwort mehr. In meinen Augen handelt es sich hier um eine Betrügerfirma.

Thank you for your reply, AK1982888. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise us on the current status of your withdrawal request? Is it marked as "requested" in your casino account?

Thank you.

This is my first withdrawal. My account is verified, see attachment. Of course, my withdrawal request is shown as requested. I have never used a bonus. I always get the same answers in the chat.

Das ist meine erste Auszahlung. Mein Konto ist verifiziert, siehe Anhang. Natürlich ist meine Auszahlungsanfrage als angefordert dargestellt. Ich habe nie einen Bonus verwendet. Ich bekomme im Chat immer nur die gleichen Antworten.

Today, after 20 days, the withdrawal request was cancelled for no reason. The live chat does not know the reason and I have not received an email.

Dear Casinoguru team, are you also asleep or why do you reply every few days? Nobody here is taking care of my problem.

Heute wurde nach 20 Tagen ohne Grund die Auszahlungsanfrage gecancelled. Der Livechat kennt den Grund nicht und ich habe keine Email bekommen.

Liebes Casinoguru Team, seid ihr auch am schlafen oder wieso antwortet Ihr alle paar Tage mal? Es kümmert sich hier auch niemand um mein Problem.

Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi AK1982888,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Destinobet Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru

Kind regards,

Natalia

Now they have simply blocked my account after I wanted to withdraw the full amount of my credit (310.58 euros?). They seem to be real scammers.

Jetzt hat man einfach mein Konto gesperrt, nachdem ich den vollen Betrag meines Guthabens (310,58 Euro?) auszahlen wollte. Es scheint sich hier um richtige Betrüger zu handeln.

Diese Email habe ich jetzt erhalten

Dear........ ,

We hope this email finds you well. We are writing to inform you that your recent withdrawal request has been rejected.

Upon review, it has been determined that the request conflicts with our terms and conditions.

Additionally, we regret to inform you that your account has been suspended,

and you will no longer have access to it or any of our services at this time.

To resolve this matter, we kindly ask you to provide us with the following:

•             A clear photograph of yourself holding your ID card next to your face.

•             Two separate photographs showing both the front and back of your ID card next to your face.

These documents are necessary to proceed with further steps in your account verification.

Please ensure that the photographs are clear and fully visible.

You may send them as a reply to this email.

We appreciate your prompt attention to this request and are available to assist you if you have any questions.

Thank you for your cooperation.

Best regards,

Können Sie bitte den Betrag umändern von meiner Beschwerde. Denn ich habe jetzt den vollen Betrag meines Kontos als Auszahlung beantragt. 310,58 Euro.

Thank you for the updates, AK1982888. I'll update the disputed amount accordingly.

Have you already provided the casino with the requested documents?

Yes, I sent you the documents earlier. I even sent you a short selfie video where I turn the ID card from front to back.

Ja, ich habe Ihnen vorhin die Unterlagen gesendet. Ich habe Ihnen sogar ein kurzes selfie Video geschickt, wo ich die ID Karte von Vorderseite zu Rückseite drehe.

Dear AK1982888, can you please specify if you have solely placed sports bets? Have you played any casino games/slots?

No, I used both and never claimed a bonus. Used slots and sports betting.

Nein ich habe beides genutzt und nie einen Bonus in Anspruch genommen. Slots und Sportwetten genutzt.

Dear AK1982888,

I have been informed by a casino representative that this particular case is related to sports betting. Unfortunately, we don't have a branch dealing with sports betting yet. We wouldn't be able to advise you correctly as we don't have enough insight into sports betting, and we wouldn't be able to judge competently all the pros and cons, therefore, we have to reject your complaint.

Thank you for your understanding. We’re truly sorry we couldn’t be of more help in this case.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us.

Regards,

Natalia