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I made a withdrawal on January 30, 2026. For a week now, I've been trying to get information about my payment via email or live chat. Unfortunately, I only receive standard emails that keep putting me off without any specific information.

The bonus wagering requirements were fully met and the money was credited to the account as real money.

The account is verified because I already received a payout that was processed within three days and went smoothly.

Ich habe am 30.01.2026 eine Auszahlung gemacht. Seit einer Woche versuche ich per Mail oder Live-Chat was zu meiner Zahlung raus zu bekommen. Leider kommen nur Stabdard Mail die einen immer wieder vertrösten ohne irgend welche genauen Hinweise zurück.

Der Umsatz des Bonuses wurde komplett freigespielt und das Geld war als Echtgeld auf dem Konto gebucht.

Das Konto ist verifiziert, weil ich schon eine Auszahlung die innerhalb von drei Tagen auf meinem Konto veranlasst wurde und die Auszahlung problemlos verlief.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the most recent winnings that you've been trying to withdraw?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a screenshot or a link.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

That's strange, the money just arrived in my account. Thank you so much for your efforts.

Regards, Bernd

Hallo Veronika,

komisch das Geld ist gerade auf meinem Konto eingetroffen. Vielen Dank für die Bemühungen.

LG Bernd

Dear Sahmona,

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,

Veronika

Casino.Guru