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I've made three deposits and then won 1400 euros, but they've had me waiting for four days so the payment provider can process the deposit, which was an instant transfer.

And they don't want to pay out until it's processed.

I shouldn't have to wait five days after each deposit to make a withdrawal.

Outrageous!

Ich habe 3 mal eingezahlt und dann 1400 euro gewonnen und die lassen mich seit 4 tagen warten .das der zahlungsanbieter die einzahlung berarbeiten kann das war sofort überweisung.

Und bis es berarbeitet ist wollen die nicht auszahlen.

Ich kann doch nicht nach jeder einzahlung 5 tage warten um eine auszahlung zu tätigen.

Frechheit!

Dear nuriarduc99,

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,

Petronela

The problem is they don't approve the payout because my deposits haven't been processed yet :)

I've been here for 2 years and have made a lot of withdrawals but this time it's different and the problem is that it's hard to get a response from the provider.

Das problem ist ja die genehmigen die auszahlung nicht weil meine einzahlungen noch nicht berarbeitet sind 🙂

Ich bin seit 2 jahren hier und viele auszahlungen getätigt aber diesmal ist das Anders und das problem ist man kriegt schlecht rückantwort vom anbieter.

Hi nuriarduc99,

I understand better now.

• Could you please forward your payment receipts and your bank statement to petronela.k@casino.guru?

Thank you.

Dear nuriarduc99,

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 regarding 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.