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I made a withdrawal of €30 and still haven't received it. Now I've won another €300 and I'm afraid it won't show up in my account. I asked support several times and each time I was given different excuses. Apparently my payout is permanently in the final stages...

Ich habe eine Auszahlung von 30€ getätigt und es bis heute nicht erhalten. Nun habe ich weitere 300€ gewonnen und Angst, dass es nicht auf meinem Konto ankommt. Ich habe mehrmals beim Support gefragt und jedes mal wurden mir andere Ausreden erzählt. Anscheinend befindet sich meine Auszahlung dauerhaft in der Endphase…

Dear phillipwetzel04,

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,
Complaints Resolution Center

Dear phillipwetzel04,

Have you received your withdrawal from the casino yet?

No, nothing arrived yet...

Nein noch nichts angekommen…

Thank you for your reply, phillipwetzel04. Have you made any successful withdrawals before? Could you please advise if you have passed the verification? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear phillipwetzel04,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.