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I requested a withdrawal of €2,000 via bank transfer on August 30, 2025, and verified my new bank details with KYC on August 31, 2025. KYC confirmed the correct verification on August 31, and since then, the withdrawal has been listed as "in process" in my transactions. I've requested withdrawals several times before, and it's always worked.

I've sent several emails to the casino asking for an update on the payout, but I've never received a response. I contact the live chat almost daily, but I haven't gotten through once. I think they don't even exist anymore?!

Habe am 30.08.25 Auszahlung per Überweisung über 2000 Euro beantragt und am 31.08.25 meine neue Bankverbindung mit KYC verifiziert. KYC hat mir am 31.8. die korrekte Verifiezierung bestätigt, seit dem steht die Auszahlung in den Transaktionen auf "in Bearbeitung". Habe schon öfters Auszahlungen beantragt und das hatte immer geklappt.

Habe mehrere E-Mail s an das Casino geschrieben und gebeten um Sachstandsmitteilung zu der Auszahlung, nie Antwort erhalten. Ich kontaktiere quasi täglich den live chat, bin noch nicht ein einziges Mal durchgekomnen, denke schon, die existieren garnicht mehr?!

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

1bet just credited the amount back to my casino account. I'm now trying to make another withdrawal. If it still doesn't work, I'll get back to you.

Gerade eben hat 1 bet den Betrag wieder dem Casino konto gutschrieben, ich versuche nun eine erneute Auszahlung, sollte es immer noch nicht klappen, melde ich mich erneut.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

The casino contacted me today. They're having technical issues and are processing the payout as quickly as possible. The money isn't there yet. I'll write again when there's any news.

Das Casino hat sich heute bei mir gemeldet, sie haben technische Probleme und bearbeiten die Auszahlung so schnell wie möglich, Geld ist noch nicht da, schreibe wieder, wenn es Neuigkeiten gibt.

Dear player, have you received any updates from the casino?

The money was just transferred back to my casino account due to technical difficulties. I have now submitted a new withdrawal request to another of my bank accounts.

Geld wurde gerade auf Grund technischer Schwierigkeiten wieder zurück aufs Casinokonto überwiesen. Ich habe nun nochmal eine neue Auszahlungsanfrage auf ein anderes meiner Bankkonten beantragt.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika