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Hello. My withdrawal was completed several days ago and is visible in my online casino account. However, the money never arrived in my bank account. The casino provided me with a withdrawal reference number to help me locate it. I contacted my bank, but they couldn't find anything using that number either. The casino insists they processed the withdrawal several days ago, but the money is still not there... it's been about 14 days since they said the withdrawal was complete.

The support team is actually very friendly and responds quickly and politely. So I'm torn, but it's no use if the money simply isn't there. And all I keep getting is to contact my bank. Unfortunately, I haven't received an answer to my question about which specific account the transfer was made to.

Now I don't know what to do, what should I do??

Hallo. Meine Auszahlung ist längst abgeschlossen schon seit einigen Tagen auch so in meinem Online Casino Konto sichtbar. Doch auf meinem Bankkonto kam das Geld nie an. Das Casino stellte mir eine. Nummer. Zur Auszahlung diente zur VerfÜgung um diese zu finden. Ich setzte mich mit meiner Bank in Verbindung. Doch die Bank konnte auch anhand dieser Nummer nichts finden. Das Casino behauptet weiterhin Felsenfest die Auszahlung schon vor mehreren Tagen getätigt zu haben. Doch das Geld ist leider nicht da ...es sind nun 14 Tage ca seit es hieß die Auszahlung ist abgeschlossen...

Es ist eigentlich ein wirklich sehr freundlicher Support. Der Schnell und freundlich antwortet. Daher bin ich hin und Her Gerissen, doch es nützt ja nichts, wenn das Geld einfach nicht da ist. Und immer nur gesagt wird, ich soll mich an meine Bank wenden. Auf die Frage an welches Konto genau überwiesen wurde, habe ich leider keine Antwort bekommen.

Nun weiss ich nicht weiter, was soll ich tun??

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Dear Sternkind2611,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please forward your communication with support when you asked for their assistance with the issue? Send the emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas