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I requested a payout via bank transfer on May 30, 2026. I'm still waiting. I've contacted support multiple times and also left an email. According to the emails, there are internet delays, but it can't be that I have to wait two weeks for a payout. Please help.

Ich jabe am 30.05.2026 eine Auszahlung angefordert per Banküberweisung. Ich warte immernoch drauf ich habe oft im Support nachgefragt und auch eine Email hinterlassen. Laut Emails gibt es Internet Verzögerungen aber es kann nicht sein das ich 2 Wochen auf eine Auszahlung warte bitte um hilfe

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Dear Demirkan27,

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 Demirkan27,

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.

No, I still haven't received my money. I wrote to support again, but unfortunately the situation hasn't changed. I haven't received anything.

Nein ich habe mein geld immernoch nicht bekommen habe dem Support erneut geschrieben es hat sich leider an der Situation nichts geändert nichts bekommen

Hello Demirkan27,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Demirkan27, 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 Demirkan27,

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.