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Ladies and Gentlemen

I have a problem with a withdrawal. It is not being processed. I also noticed that you can only withdraw €500 per day. My support requests are not being answered and I cannot access the live chat either.

Sehr geehrte Damen und Herren,

Ich habe ein Problem bei mir einer Auszahlung. Sie wird nicht bearbeitet. Außerdem hab ich festgestellt das man auch nur pro Tag 500€ auszahlen lassen kann. Auf meine Supportanfragen wird auch nicht geantwortet und auf den Live-Chat kann ich auch nicht zugreifen

Dear lxks5340,

Thank you very much for submitting your complaint. I’m sorry to hear that you’re having trouble with your withdrawal and that the support team hasn’t been responsive.

To get a clearer picture of the situation, could you please provide more details?

• When did you request the withdrawal, and for what amount?
• Has your account already been fully verified?
• Were your winnings accumulated with or without an active bonus?
• Have you received any past withdrawals from this casino without issues?
• What happens when you try to access the live chat—do you get an error message, or is the option missing?

Your cooperation is really important so we can look into this properly. If you have any emails from the casino, screenshots of your withdrawal request, or any other relevant details, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Petronela,

I cannot withdraw my entire winnings, which is why I requested a withdrawal of €500 each on February 7th and 8th.

I know that my complaint was made very quickly, but this is my first withdrawal from the casino. My winnings were made without an active bonus. As far as I know, my account is not verified (I will send a screenshot by email). I am also sending you a screenshot of the problem with the live chat.

MfG

lxks5340

Sehr geehrter Petronela,

Ich kann meinen kompletten Gewinn nicht auszahlen, weshalb ich am 07.02 und 08.02 eine Auszahlung von jeweils 500€ beantragt.

Ich weiß das es sehr kurzfristig ist mit meiner Beschwerde, aber es ist meine 1. Auszahlung von dem Casino. Mein Gewinn wurde ohne aktiven Bonus erzielt. Mein Konto ist soweit ich weiß nicht verifiziert (Screenshot sende ich per Mail). Ich schicke Ihnen auch ein Screenshot von dem Problem mit dem Live-Chat.

MfG

lxks5340

In the meantime, thanks to the low withdrawal limit, I have nothing left in my balance because I gambled away everything. Of the €2811, only €750 is left because it is being processed. That is exactly my problem if I cannot have my winnings paid out in full straight away. Before that, I did not know that you can only have €500 paid out per day and that only 3 open withdrawals can be processed. Do you have any tips in general?

Inzwischen hab ich dank den geringen Auszahlungslimit bei meinem Guthaben nichts mehr, da ich alles verspielt habe. Es sind von 2811€ nur noch 750€ übrig da diese in Bearbeitung sind. Genau das ist mein Problem, wenn ich meinen Gewinn nicht direkt komplett auszahlen lassen kann. Davor wusste ich auch nicht das man nur pro Tag 500€ auszahlen lassen kann und nur 3 offen Auszahlungen in Bearbeitung sein dürfen. Habt ihr da ein Tipp im allgemeinen

Hi lxks5340,

Thank you for your message.

Please note that our standard procedure is to wait 14 days from the date of your withdrawal request before we can intervene. If, after this period, you still haven’t received your funds or encountered any further issues, we will be happy to step in and assist you in resolving the matter.

We understand that waiting can be frustrating, but once the 14 days have passed, we’ll be in a better position to help. In the meantime, we kindly ask for your patience.

Please also be aware that once you lose your winnings, unfortunately, there is nothing we can do to assist with recovering those funds.

If you need any further assistance in the meantime, please feel free to reach out.

Dear lxks5340,

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 to 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.

Additionally, please note that we are changing the disputed amount from €2,811 to €750, as the rest of the winnings were lost or gambled away.