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Hello, I've contacted support several times and requested a withdrawal multiple times. The first one was only canceled after a week, after I asked them to expedite it or provide information about what had happened. All subsequent attempts were unsuccessful and canceled after 2-3 days. I don't know what to do anymore. All I hear and read is: (via email): "Your request has been received," blah blah blah. In the chat (customer support): "Your request is being processed; we are forwarding it to the finance department for expedited processing," and then canceled again 1-2 days later. The reason? There isn't one, for whatever reason. I'm just told: "I should try withdrawing again with a different or the same card."

Hallo, ich habe Mehrmals den Support angeschrieben und habe mehrmals eine Auszahlung beantragt, die erste wurde erst nach 1 woche storniert nachdem ich drum gebeten habe es zu beschleunigen oder infos zu bekommen was passiert sei, danach die restlichen versuche alle vergeblich und auch storniert nach 2-3 Tagen. Ich weiß nicht mehr was ich machen soll, alles was ich höre und lese sind. ( Per email ): Ihre Anfrage ist eingegangen bla bla bla. Im Chat ( Kundensupport ): Ihre anfrage wird bearbeitet, wir schicken das an die Finanzabteilung für die Beschleunigung und danach 1-2 Tage später wieder Storniert. Grund ? Gibt es keins warum auch immer, mir wird nur gesagt: ,, Ich soll das ansonsten nochmal mit einer anderen oder der selben karte versuchen abzuheben."

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Dear Memotwentyone,

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 fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please clarify the exact date when you requested the withdrawal?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

Yes, but it was a long time ago.

I tried several times, the first time was on November 10, 2025 at 9:22 PM.

I used bank transfer and Mastercard to withdraw the money.

My account says I'm not verified and that I don't need to be.

All winnings and payouts that I have requested were and are earned without an active or existing bonus.

Ja aber es ist Lange her.

Ich habe mehrere male versucht, die erste war am 10.11.2025 um 21:22 Uhr

Zum Abheben habe ich Banküberweisung und Mastercard benutzt.

In meinem Konto Steht ich bin nicht verifiziert und dass ich es auch nicht brauche.

Alle Gewinne und Auszahlungen die ich beantragt habe waren und sind ohne einen Aktiven oder bestehenden Bonus erspielt worden.

Thank you for your reply and for providing the previous details,Memotwentyone.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please provide any furhter communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to:petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

On November 23, 2025 at 11:00:20 AM, I requested two more withdrawals totaling €95 because I received a withdrawal of €10 on another card and am currently waiting for this withdrawal.

I hope everything works out, because then the case would be closed for me.

I applied for a €10 payment to another card on November 17, 2025 at 9:33 AM, which was then successfully paid out to me on November 23, 2025.

Ich habe am 23.11.2025 um 11:00:20 Uhr nochmal 2 Auszahlungen in Höhe von 95€ beantragt da ich eine auszahlung in höhe von 10€ auf eine andere Karte bekommen habe und warte derzeit auf diese auszahlung.

Ich Hoffe es klappt alles, denn dann wäre der fall für mich geschlossen.

Ich hatte am 17.11.2025 um 09:33 Uhr eine beantragt in Höhe von 10€ auf eine andere Karte die wurde mir dann erfolgreich am 23.11.2025 Ausgezahlt.

Thank you very much for the update and for providing the previous details, Memotwentyone. Could you please let me know if there have been any updates regarding the latest withdrawals since our last communication?

Dear Memotwentyone,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, the payouts have finally been successfully processed, this can be closed, thank you.

Ja, auszahlungen sind endlich erfolgreich ausgeführt wurden, kann geschlossen werden, Danke.

We are pleased to inform all parties following this case that the player has confirmed the complaint as resolved. The withdrawal has been successfully processed.

Dear Memotwentyone,

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,

Petra