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At the beginning, the casino always paid out winnings immediately. However, this is no longer the case. Although the terms and conditions state that payouts take 24 to a maximum of 72 hours, I have now been waiting for 4 days. This is unacceptable. I have contacted support several times, but nothing happens. The first payment is already approved, but the money isn't reaching my account. Please help me.

This is the first deposit receipt This is the correspondence between me and the casino.

Am Anfang hat hat das Casino gewinne immer sofort ausgezahlt mittlerweile ist das nicht mehr so obwohl in den AGB angegeben wir das Auszahlungen von 24- Maximal 72 Stunden dauern warte ich nun schon 4 Tage das das kann es nicht sein ich habe nun schon mehrfach mit dem Support Kontakt aufgenommen nichts passiert die 1 Zahlung ist auch schon genehmigt aber das Geld kommt nicht auf meinem Konto an bitte helft mir

das ist der 1 Einzahlungsbeleg das ist der Schriftverkehr zwischen mir und dem Casino

Dear Thent,

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, 

Veronika

I have had many withdrawals in this casino, verification was never necessary, the withdrawal is approved by the casino

this is an email I received from the casino as you can see the withdrawal is approved and still not in my account

Ich habe in diesem Casino schon viele Auszahlungen gehabt eine Verifizierung war nie nötig die Auszahlung ist vom Casino genehmigt

das ist eine Mail die ich bekommen habe vom Casino wie sie sehen können ist die Auszahlung genehmigt und immer noch nicht auf meinem Konto

Thank you for your reply. Since the 14-day period has now passed, could you please specify if you already received your winnings?

First of all, the value in dispute has decreased, it is now only 76 €, I have already lost the second payout

This payout is still open since 12.01.2025 it has been approved by the casino this money has not been credited to my account I have contacted support several times in the meantime but always the same excuse the team will take care of it but nothing happens as I said I have already received about 10 payouts from the casino there were never any problems I suspect that the casino's income is no longer so good and that they are no longer paying out

Also erstes hat sich der Streitwert verringert es geht nur noch um 76 € die 2 Auszahlung habe ich schon verspielt

um diese Auszahlung geht es noch diese ist offen seit 12.01.2025 sie ist vom Casino genehmigt dieses Geld ist nicht auf meinem Konto eingegangen ich habe in der Zwischenzeit schon öfter mit dem Support Kontakt aufgenommen aber immer die selbe Ausrede das Team kümmert sich aber nichts passiert wie gesagt ich habe schon um die 10 Auszahlungen vom Casino erhalten es gab nie Probleme ich vermute das die Einnahmen des Casinos nicht mehr so gut sind und das sie jetzt nicht mehr auszahlen

Thank you very much, Thent, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Thent, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Forza.Bet Casino outside this complaint thread and let you know any new information once I receive it.

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 thank you for your efforts

Ich denke ihnen für die Mühe

Dear Thent,

I have received an email from casino representative stating that they are actively communicating this issue with you. Are there any news regarding this complaint. please?

No, I only get excuses since now they are processing the payment, that can't be it

Nein ich erhalte nur Ausreden seit nunmehr Bearbeiten sie die Auszahlung das kann es doch nicht sein

Dear Thent,

thanks for the update.

I am currently discussing your case with a casino representative outside this thread. I will keep you informed about any pertinent news.

I had contact with support again today always the same excuse I am disappointed with the casino they are simply scammers

Ich hatte heute wieder Kontakt mit dem Support immer die gleiche Ausrede ich bin enttäuscht von dem Casino es sind einfach Betrüger

Dear Thent,

thank you for your message.

I am currently awaiting a response from the casino representative. I will keep you informed of any new developments.

Dear Thent,

I have not received any communication from casino representative.

Do you have any update on the case, please?

No I still don't have my money

Nein ich habe mein Geld immer noch nicht

Dear Thent,

I have received a communication from a representative of the casino indicating that they are actively discussing this issue with you. Could you please confirm if this is accurate?

Yes, I have asked several times in the past and always get the same excuse, we'll take care of it, but the winnings were 1 1/2 months ago. I have received payouts from this casino several times before, they were always in my account straight away. My account number hasn't changed, so I don't understand what the problem is. I can understand that if it was the first payout there could be problems, but that's not the case. I have the feeling that they're stringing me along. I might have understood 2 weeks, but that's not normal. In a year they say the same thing, they're working on it, that's not normal.

Ja ich habe schon öfter in der Vergangenheit nachgefragt und bekomme immer die gleiche Ausrede wir kümmern uns der Gewinn ist aber nun schon 1 1/2 Monate her ich habe in dem Casino schon öfter Auszahlung erhalten die waren immer sofort auf meinem Konto meine Kontonummer hat sich nicht geändert darum verstehe ich nicht wo das Problem sein soll das kann ich verstehen wenn es die erste Auszahlung wäre das es da zu Problemen kommen kann aber dem ist nicht so ich habe das Gefühl die halten mich hin 2 Wochen hätte ich vielleicht noch verstanden aber so lange ist nicht normal in 1 Jahr sagen sie das gleiche sie arbeiten dran das ist doch nicht normal

Dear Thent,

thank you very much for the update.

I have provided the casino with an ultimatum to either engage in a discussion regarding this case and present concrete evidence or risk having the case closed as unresolved. Such a decision would likely result in a decline in their safety rating. They have until Monday to respond.

Dear Thent,

I have tried to contact the casino repeatedly but had received repeated answers, always stating they are communicating with you and not sharing any relevant information. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (katarina.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Katarina Duboak