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I requested a withdrawal on January 30th, which was "pending" for a few hours and then changed to "in progress". Since then, the status hasn't changed, and I receive a different explanation from support in the live chat every time.

Initially, it was said that the money had already been transferred and the payment service provider only needed to approve it.

Another time, there were technical problems with the payment provider, which caused a delay. Then suddenly, there were technical problems within the casino itself.

A day later I was told that the payment was still being processed by the finance department, and I was repeatedly assured that I would receive my money shortly because my request had been forwarded to the finance department with the urgency mark.

Unfortunately, nothing has changed and it feels like they're just stalling.

Ich habe am 30.01 eine Auszahlung beantragt, die ein paar Stunden auf "ausstehend" stand und dann den Status zu "im Gange" wechselte. Seitdem hat sich dieser Status nicht geändert und vom Support im Live-Chat bekomme ich jedes Mal eine neue Begründung dafür.

Erst hieß es, das Geld wurde bereits überwiesen und der Zahlungsdienstleister muss es nur noch genehmigen.

Ein anderes Mal, dass es technische Probleme beim Zahlungsdienstleister geben würde, weshalb es sich verzögert. Dann gab es plötzlich im Casino selbst technische Probleme.

Einen Tag später wird mir gesagt, dass die Auszahlung immernoch bei der Finanzabteilung in Bearbeitung sei und immer wieder wurde mir versichert, dass ich mein Geld in Kürze erhalte, weil man der Finanzabteilung mein Anliegen mit dem Dringlichkeitsvermerk weitergeleitetet hat.

Leider hat sich immernoch nichts geändert und es fühlt sich so an, als würde man noch hinhalten wollen.

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Dear Buntesunkraut,

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 Buntesunkraut,

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.

Hello Karla,

No, I haven't received the money yet. Instead, I keep being assured that the money was successfully transferred to the financial service provider, but that there are delays. I'm told to be confident that the processing is in its final stages and that I'll receive my money soon. This has been going on for over two weeks.

When I pointed out that there might have been a return due to technical difficulties on my bank's side and asked them to check this, I received the following reply, as before.

I received no reply to my next email.

The live chat asked me to upload a bank statement, which I did, and otherwise went into the usual phrases.

I don't understand what's so difficult about contacting the financial service provider and asking them to clarify the whereabouts of the money, or to check whether there has been a return.

Best regards

Kira

Hallo Karla,

nein, ich habe das Geld bisher nicht erhalten. Stattdessen wird mir immer noch ein ums andere Mal versichert, dass das Geld erfolgreich an den Finanzdienstleister überwiesen wurde, bei dem es aber zu Verzögerungen kommt. Ich soll mir aber versichert sein, dass sich die Bearbeitung in der letzten Phase befindet und ich mein Geld bald erhalten werde. Seit über 2 Wochen.

Auf meinen Hinweis, dass es evtl. aufgrund technischer Schwierigkeiten seitens meiner Bank, zu einem Rückläufer gekommen sein könnte und meine Bitte, dies zu überprüfen, erhielt ich, wie gehabt, folgende Antwort

Auf meine nächste E-Mail dann gar keine mehr.

Der Live-Chat bat mich einen Kontoauszug hochzuladen, was ich getan habe und erging sich ansonsten in den üblichen Phrasen.

Ich verstehe nicht, was so schwierig daran ist, den Finanzdienstleister zu kontaktieren und ihn aufzufordern, den Verbleib des Geldes zu klären, bzw. zu überprüfen, ob es zu einem Rückläufer gekommen ist.

Viele Grüße

Kira

Dear Buntesunkraut, thank you for your response. 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?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Buntesunkraut,

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

Dear Buntesunkraut,

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,

Karla