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I have outstanding and completed withdrawals totaling €1000 from June 5th and 6th, 2026. Support tells me the same thing every day: supposedly it's due to my bank not processing them yet. However, two payments from June 12th and 15th, 2026 arrived in my account immediately. It makes no sense; they're not giving me my money.

ich habe austehende und abgeschlossene auszahlungen im wert von 1000€ vom 05.06.2026 und 06.06.2026 der support sagt mir jeden tag das gleiche es soll angeblich an meiner bank liegen das es noch nicht bearbeitet wurde aber 2 Zahlungen vom 12.06.2026 und 15.06.2026 kamen sofort auf meinem konto an es ergibt keinen sinn sie geben mir nicht mein geld

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Dear Artur311,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Which payment method have you opted for to withdraw your winnings? Was it the same one you used previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I paid out via bank transfer, just like always.

Support tells me I don't need to verify my account; two payments were credited to my account yesterday, June 16, 2026.

These were completed by the casino on June 11th and 12th.

However, the completed payments of €500 each from June 6th and June 7th have not arrived to this day.

I had no bonus active

Ich habe per bank transfer ausgezahlt so wie sonst auch

Der support sagt mir ich muss mich nicht verifizieren es kamen gestern am 16.06.2026 2 Zahlungen auf mein konto

Diese wurden am 11.06 und 12.06 vom casino abgeschlossen

doch die abgeschlossenen zahlungen von jeweils 500€ vom 06.06 und 07.06 sind bis heute nicht angekommen

ich hatte keinen bonus aktiv

Nothing has happened yet.

Es ist immer noch nichts passiert

Thank you for your reply, Artur311. Could you please let us know the current status of your withdrawal request — is it shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

The payments are shown as completed; the total amount is €1500.

I also had €1500 pending payout; I cancelled these three €500 payments. The total payout amount was €3000, of which I cancelled €1500, and these have been credited.

Die Zahlungen werden als abgeschlossen angezeigt insgesamt sind es 1500€

Dazu hatte ich noch 1500€ auf aufstehende Auszahlung diese 3 mal 500€ habe ich storniert insgesamter Auszahlungsbetrag war 3000€ davon habe ich 1500€ storniert diese sind auch gut geschrieben worden

According to the casino, one of the completed withdrawals was reversed due to a system error; the other €1000 that were completed were never transferred.

Laut dem Casino wurde eine von den abgeschlossenen Auszahlungen zurück gebucht da es ein System Fehler war die anderen 1000€ die abgeschlossen sind wurden nie überwiesen

I also noticed that my VIP level was 65% at level 2 and was simply reduced to level 0 for no reason.

Ich habe auch bemerkt das mein vip Level bei Level 2 65% war und einfach so auf Level 0 gemacht wurde ohne Grund

Hello Artur311,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Is anything else happening here???

Passiert hier noch was???

Two weeks for nothing

2 Wochen für nichts

Dear Artur311,

I apologize for the late response and thank you for your patience. Have there been any updates since your last message, please?

No news

keine Neuigkeiten

Nothing has happened for a month now, I'm closing the case. Your site makes absolutely no sense.

Seit ein Monat ist überhaupt nichts passiert ich werde den Fall jetzt schließen eure Seite macht überhaupt keinen Sinn

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

Dear Artur311,

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,

Kristina