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Hey,

I was unsure beforehand whether I should give a new provider a chance, as I mainly play on N1 sites and Dama sites. My fear has become reality.

After I successfully turned over my bonus and wanted to cash out, there were initially many problems with the verification. But that was eventually resolved. Next, my payout was repeatedly declined because supposedly, I had an outstanding spin on "Esqueleto Explosivo". I checked into this and couldn't find any such spin. Ever since then, this ongoing spin has repeatedly been used as an excuse. Each time, the payout is cancelled because of it.

I have cleared my cache, restarted my PC several times, changed the browser, logged out, logged in.. I've tried everything. There is no ongoing spin. I feel like I'm being taken for a fool.

Hey,

ich war mir bereits im Vorfeld unsicher ob ich einem neuen Anbieter eine Chance geben soll, da ich eigentlich ausschließlich über N1 Seiten und Dama Seiten spiele. Meine Befürchtung hat sich bewahrheitet.

Nachdem ich meinen Bonus erfolgreich umgesetzt habe und auszahlen wollte, gab es zunächst viele Probleme mit der Verifizierung. Das wurde aber irgendwann gelöst. Als nächstes wurde meine Auszahlung mehrfach abgelehnt weil ich angeblich noch einen Spin in "Esqueleto Explosivo" offen hätte. Ich habe dazu nageschaut und keinen Spin finden können. Seitdem wird mir dieser laufende Spin immer als Ausrede genannt. Jedes Mal wird die Auszahlung abgebrochen aufgrund dessen.

Ich habe meinen Cache gelöscht, meinen PC mehrfach neu gestartet, den Browser gewechselt, mich ausgeloggt, eingeloggt.. Alles mögliche. Es gibt keinen laufenden Spin. Ich fühle mich ziemlich verarscht.

Dear MrPuffmuffin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. How many days ago were you informed that the bet wasn't finished? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I deposited on 09/19/23 at 12:54 am. At 5:15 a.m. I wagered the entire bonus. 200 euros were payable at that time. Since then I have been trying to pay out again and again. Apparently the problem is being taken care of, but I haven't received an email yet.

I sent one of the chats to the specified email. Unfortunately I couldn't save all the courses. This was one of the last via chat.

Am 19.09.23 um 0:54 Uhr habe ich eingezahlt. Um 5:15 Uhr habe ich den kompletten Bonus umgesetzt. 200 Euro waren zu dem Zeitpunkt auszahlbar. Seitdem versuche ich immer wieder auszuzahlen. Angeblich wird sich um das Problem gekümmert, ich habe bis jetzt aber keine Email erhalten. 

Einer der Chatverläufe habe ich an die angegebene Email verschickt. Leider konnte ich nicht alle Verläufe abspeichern. Dieser war einer der letzten via Chat.

Thank you very much, MrPuffmuffin, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 MrPuffmuffin,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Drip Casino to join the conversation and contribute to the resolution of this complaint.

Hi MrPuffmuffin! According to your profile information, youw withdrawal request has been approved by us. The funds will be credited to your bank account shortly. Your previous applications have been rejected since your e-wallet hadn't been verified. 

If you have any other questions, you are more than welcome to ask! 

Best regards, 

Drip casino.

Thank you Drip Casino for clarification.

Dear MrPuffmuffin,

Can we consider the issue to be resolved?

Dear MrPuffmuffin,

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.

Yes, the money was finally paid out and the strange error was fixed.

However, the rejections had nothing to do with verification. These referred to the ongoing spin, which did not exist.

Ja, das Geld wurde schließlich ausgezahlt und der merkwürdige Fehler behoben.

Die Ablehnungen hatten jedoch nichts mit der Verifizierung zutun. Diese bezogen sich auf den laufenenden Spin, den es nicht gab.

Thank you MrPuffmuffin for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter