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I deposited €30 and received a €30 bonus. The fact that the conditions are not met is irrelevant (multiple bets at rather high odds for sports betting)

My account balance was even in the four digits at one point, but I was never able to claim the bonus, so I used live chat. = All real money must be wagered in full before I can wager the bonus money.

I then "cancelled" the bonus money and lost no withdrawals since nothing else was possible with the bonus active.

I've been waiting for the payout since April 1. I've been on live chat several times, and they say everything's fine, there's a delay, the account details are complete, and nothing's missing. Last week, they said the account had been flagged so it would be processed faster.

Habe 30€ eingezahlt und 30€ Beonus bekommen, das hier die Bedingungen nicht sind ist Nebensache (mehrfach Einsetzen zu bei Sportwetten schon eher sehr hohen Quoten)

Kontostand war sogar mal 4 stellig, konnte aber nie den Bonus nehmen, also Livechat. = das ganze Echtgeld muss im vollen Umfang eingewetzt werden erst dann setzt man das Bonusgeld.

Das Bonusgeld hab ich dann "storniert" und verloren da auch keine Auszahlung, nichts anderes möglich war mit aktivem Bonus.

Seit 1.4 warte ich auf die Auszahlung, im Livechat mehrfach gewesen und es heisst alles ok, Verzögerung, Kontodaten sind vollständig und nichts fehlt. letzte Woche ea noch man haette den Account geflagged das es schneller bearbeitet wird.

Dear Betonchris,

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 before?

Could you please confirm that you have passed the KYC verification?

Did you bet on sports only?

Could you please specify the bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Hello Dominika,

I have not made a successful withdrawal, this is the first one.

I've never heard of KYC, but both my account and the live chat say no verification is necessary. (See attachment)

Yes, only sports bets were placed.

I canceled the bonus because it would have had to be wagered multiple times at odds that were, in my opinion, too high (minimum odds of 2.00 for a single bet, for a combination bet it must be at least 1.50) and real money must always be wagered at 100% otherwise you cannot wager bonus money. Withdrawals are also not possible from real money when the bonus is active (even though it is real money).

I don't have any chat histories, I didn't know that there would be problems.

Thanks and greetings

C. Heimes

Hallo Dominika,

Ich habe keine erfolgreiche Abhebung vorgenommen, es ist die erste.

Kyc habe ich noch nie gehört aber sowohl mein Account als auch der Livechat sagen das keien Überprüfung nötig ist. (Siehe Anhang)

Ja es wurde nur auf Sportwetten getippt.

Bonus habe ich storniert da dieser mehrfach hätte gewettet werden müssen zu meiner Meinung nach zu hohen Quote (Mindesquote 2.00 Einzelwette, bei Kombi muss eine 1.50 mind sein) und ECHTgeld muss immer zu 100% gesetzt sein sonst kann man kein Bonusgeld setzten, Auazahlen geht auch nicht vom Echtgeld wenn Bonus Aktiv ist (obwohl es ECHTgeld ist)

Chatverläufe habe ich nicht, wusste nicht das es mal zu Problemen kommt .

Danke und Gruß

C.Heimes

Dear Betonchris, has the status of your withdrawal changed?

Did you contact the casino to ask if everything is okay with processing your payout?

Hello, no nothing at all.

Current chat from now says delay due to high volume etc., same as always

Hallo, nein gar nichts.

Aktueller Chat von jetzt sagt Verzögerung wegen grossem Aufkommen usw., dasselbe wie immer

The money was released yesterday and booked tonight.

Thanks for the help

Can be closed!

Das Geld wurde gestern freigegeben und heute Nacht gebucht.

Danke für die Hilfe

Kann geschlossen werden!

Dear Betonchris,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru