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For over two weeks now, the casino has been refusing to pay out.

After three cancellation of withdrawal requests, I was pointed to a lengthy KYC (Know Your Customer) process, which I quickly completed.

However, after successful verification, the requests were rejected again. The chat escalates the requests to the responsible department, but they never respond.

Seit mittlerweile über 2 Wochen verweigert das Casino die Auszahlung.

Nach 3 maliger Stornierung der Auszahlungsanfragen wurde auf einen ausgedehnten KYC- Prozess hingewiesen, den ich dann schnell absolviert hatte.

Nach erfolgreicher Verifizierung wurden die Anfragen jedoch wieder abgelehnt. Der Chat eskaliert die Anfragen immer an die zuständige Abteilung, die sich jedoch nie meldet.

Dear DiePartei,

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?
• Have you accumulated your winnings with or without an active bonus?
• If there is any recent correspondence you received from the casino regarding the issue, please forward it to my email at tomas@casino.guru

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

1) no, no payout to date

2), no, no bonus in any form

3) I'll be happy to forward chat history

Kind regards

1) nein, keine Auszahlung bis dato

2), nein, kein Bonus in irgendeiner Form

3)Chat- Verlauf leite ich gerne weiter

Mfg

Thank you very much, DiePartei, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello!

I was able to pay out the amount in 6 small withdrawals. It was very tedious, often didn't work, and in the end everything fell apart. So it can be closed, but you can't recommend the bookmaker!

Kind regards

Hallo!

Ich habe den Betrag über 6 kleinen Auszahlungen auszahlen können. War sehr mühsam, ging oftmals nicht, am Ende war alles abgehoben. Kann also geschlossen werden, empfehlen kann man den Buchmacher jedoch nicht!

Mfg

Hello DiePartei,

Do I understand the situation correctly that you have received your funds in full?

I am looking forward to your response.

Yes. Best regards

Ja. Liebe Grüße

Dear DiePartei,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru