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Profit is not paid out. Requested payment on 04/08/2023. Since then I've only been put off and put off by support. There were supposedly technical problems they have to be clarified. This has been going on for a month now. A total of four payouts of €2,500 each are missing.

Gewinn wird nicht ausgezahlt. Am 08.04.2023 die Auszahlung beantragt. Seit dem werde ich vom Support nur hingehalten und vertröstet. Es gab angeblich technische Probleme sie geklärt werden. Dies geht mittlerweile seit einem Monat so. Insgesamt fehlen vier Auszahlungen von je 2.500€.

Dear oliversowieso,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Hello Kristina,

A total of €12,500 (5 x €2,500 each) was requested for payment. One of them was also fulfilled and successfully transferred on the same day.

The verification has taken place. ID, photos of the cards used, etc. The usual procedure.

The win was made without a bonus.

Thank you and best regards,

Olivier

Hallo Kristina,

insgesamt wurden 12.500€ (5 x zu je 2.500€) zur Auszahlung beantragt. Eine davon wurde auch erfüllt und noch am selben Tag erfolgreich überwiesen.

Die Überprüfung hat stattgefunden. Ausweis, Fotos der genutzten Karten, etc. Das übliche Prozedere.

Der Gewinn wurde ohne Bonus erzielt.

Danke und freundliche Grüße,

Oliver

Thank you very much for your reply, oliversowieso. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear oliversowieso,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.