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Hello Casino Guru Team,

I've been waiting since July 30th. on my payout. I won 9000 euros and have to pay out in 1000 steps according to the casino's instructions.

First of all, I wanted to do this via Bitcoin. Then I was told bitcoin is no longer available. (but is still available as an option on the homepage)

JETON was suggested to me. Now I've verified my wallet and nothing has happened since then.

I always get the same answers but no real support and am slowly becoming desperate.

I have deposited almost 2000 euros without a bonus and my documents are all verified ... Payout via bank transfer is not offered ...

Perhaps you can help me.

Thank you

Guten Tag Casino Guru Team,

ich warte nun seit dem 30.07. auf meine Auszahlung. Ich habe 9000 Euro gewonnen und muss nach den Vorgaben des Casinos in 1000er schritten auszahlen.

Als erstes wollte ich dies via Bitcoin machen. Dann sagte man mir bitcoin steht nicht mehr zu Verfügung. (ist aber immer noch als option auf der Homepage)

Man hat mir JETON vorgeschlagen. Nun habe ich meine Wallet verifiziert und seitdem tut sich nichts mehr.

Ich bekomme immer die gleichen Antworten aber keinen wirklichen Support und bin so langsam am verzweifeln.

Ich habe knapp 2000 euro eingezahlt ohne Bonus und meine Dokumente sind alle verifiziert...Auszahlung via Überweisung wird nicht angeboten...

Vielleicht könnt ihr mir helfen.

danke

Dear samujlo88,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Is there any relevant communication that you could forward to petronela.k@casino.guru before we’ll contact the casino and ask for their assistance?

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

Best regards,

Petronela

Dear samujlo88,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting 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.