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Hello, according to the website, a payout takes a maximum of 3 days. I've been waiting for a payout for over a week, and nothing's happened. They haven't even given a reason. I always get the same response from the chat. I'm starting to think I'm being ripped off...

Hallo, laut Website dauert eine Auszahlung maximal 3 Tage. Ich warte seit mehr als eine Woche auf Auszahlung, es passiert nichts, es wird nicht mal ein Grund genannt. Man bekommt immer die gleiche Antwort vom Chat. Solangsam glaube ich wird man verarscht….

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello, thanks for the reply. According to the casino, withdrawals are processed within a maximum of three days, but those days have long since passed. Furthermore, all documents, etc., have already been verified, but unfortunately, there's no way to contact the finance department. Would it be possible for you to help us investigate what's going wrong sooner, also to protect other players from having the same experience?

Hallo, danke für die Antwort. Laut Casino werden Auszahlungen in Max 3 Tagen getätigt, diese sind schon lange vorbei. Außerdem wurden alle Dokumente etc. bereits verifiziert, an die finanzabteilung kommt man leider nicht. Wäre es Ihnen möglich schon früher dabei zu helfen um zu schauen was da schiefläuft, auch um andere Spieler zu schützen nicht die gleichen Erfahrungen machen zu müssen…

Now I'm not even getting an answer via chat anymore, I'm just sharing my completely negative experience!!!!

Nun wird mir nichtmal mehr via Chat geantwortet, teile nur meine durchaus negative Erfahrung!!!!

Dear Johndoe1997,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Johndoe1997,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Johndoe1997,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika