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Winnings aren't paid out after more than 48 hours. The only response from support is: Sorry for the inconvenience.

Gewinn wird nicht ausgezahlt nach über 48h. Antwort vom Support lautet nur - Entschuldigen Sie die Umstände.

Dear Flizzy,

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 has been checked, and the casino has approved your withdrawal, but you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know. We will intervene and try to assist you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello, the 48-hour period was incorrect. I've been waiting for four days for the withdrawal to even be processed, even though the terms and conditions clearly state that it takes up to 48 hours. Based on the casino's poor reviews, I get the impression that the withdrawal won't be processed.

Hallo, die 48h waren nicht korrekt. Ich warte seit 4 Tagen darauf, dass die Auszahlung überhaupt erst bearbeitet wird obwohl in den AGB‘S klar steht, dass es BIS zu 48h dauert. Bei den schlechten Bewertungen des Casinos habe ich den Eindruck, dass die Auszahlung nicht ausgeführt wird.

The case was settled by the casino

Der Fall wurde vom Casino erledigt

Dear Flizzy,

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 Fritz

Casino.Guru