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I've been waiting almost 2 weeks for my winnings to be paid out.

Ich warte fast 2 Woche nach Auszahlung meine Gewinne

Dear Wojtek198727,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay in receiving your winnings.

To help us better understand your situation and assist you effectively, could you please provide more details about your case? Specifically:

• What payment method did you select for the withdrawal?
• When did you first request the withdrawal, and was it approved by the casino?
• Have you received any updates or explanations from the casino regarding the delay? If so, could you share what they’ve told you?
• Did the casino request any documents for verification? If yes, have you provided them, and were they approved?
• Have you faced any similar issues with this casino before?

If you have any relevant communication, screenshots, or other documentation regarding the withdrawal or any responses from the casino, please feel free to forward them to petronela.k@casino.guru. These details are crucial to ensure we can fully understand your case and approach the casino with all the necessary information.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Good morning, it was a bank transfer. The payment was made on 01/08/2025 at 21.12. On 01/11/2025 at 21.12. the service office contacted me and told me that they wanted the papers, I gave them the papers, I add that my account has been verified for a very long time and I have never had a problem with this casino. on 01/17/2025 at 13:14 The payment was made successfully and to this day I have no money in my account and they have been saying for over 3 days that the special department is acting with this, it is not normal for people to cheat like this.

Guten Morgen, es war eine Banküberweisung. Die Zahlung erfolgte am 08.01.2025 um 21.12. Am 11.01.2025 um 21.12. kontaktierte mich das Servicebüro und teilte mir mit, dass sie die Papiere wollten, ich habe ihnen die Papiere gegeben, ich füge hinzu, dass mein Konto verifiziert wurde schon sehr lange und ich hatte noch nie ein Problem mit diesem Casino. am 17.01.2025 um 13:14 Uhr Die Zahlung wurde erfolgreich durchgeführt und ich habe bis heute kein Geld auf meinem Konto und sie sagen seit über 3 Tagen, dass die Sonderabteilung handelt Damit ist es nicht normal, dass Leute so betrügen.

Hi Wojtek198727,

Apologies for the delayed response. I understand how frustrating this situation must be, especially since your account has been verified for a long time and you've never had issues with this casino before.

• Since it has been a week since you last updated us, could you let us know if there have been any developments?
• Has the casino provided any further information, or have you received the payment?

Looking forward to your update.

Dear Wojtek198727,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.