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I deposited €50 and received a €50 welcome bonus. I played through the bonus after meeting the wagering requirements, and it was released to me.

Now I wanted to make a withdrawal of €420. However, I couldn't because the withdrawal was apparently blocked for me. The support staff (live chat) can't help me and just keep putting me off. I haven't received a response by email.

Ich habe 50 Euro eingezahlt und 50 Euro Willkommensbonus erhalten. Diesen habe ich nach den Umsatzforderungen durchgespielt und wurde mir freigegeben.

Nun wollte ich eine Auszahlung von 420 Euro tätigen. Dies konnte ich jedoch nicht, da anscheinend die Auszahlung für mich gesperrt wurde. Die Personen vom Support (Live-Chat) können mir nicht weiterhelfen und vertrösten mich nur. Per Mail kriege ich keine Antwort.

Dear MarcH,

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.

• Do I understand correctly that you aren't able to request a withdrawal at all?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

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,

Kristina

Hello Kristina

• Yes, you understand correctly.
• No, I didn't and couldn't.
• Verification has not been necessary from the casino side until now.

Greetings Marc

Hallo Kristina

• Ja das verstehen Sie richtig.
• Nein habe und konnte ich nicht.
• Eine Verifizierung war bis jetzt von Seiten Casino nicht nötig.

Grüsse Marc

Thank you very much for your reply, MarcH. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina

There's an update. I was able to verify myself. But they don't accept my proof of address (despite it being 100% correct).

I will now submit further proof and then see what happens.

Hallo Kristina

Es gibt ein Update. Ich konnte mich nun verifizieren. Aber sie akzeptieren meinen Adressnachweis nicht (trotz 100%-iger Korrektheit).

Ich werde nun einen weiteren Nachweis einreichen und dann weiter sehen was passiert.

Alright. Please keep me updated about any further developments.

Dear MarcH,

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.

Hello, I requested a payout on May 5, 2025 and am still waiting for it to be posted.

I think it's a shame that the casino treats its customers like this.

Hallo, ich habe am 05.05.25 eine Auszahlung beantragt und warte bis heute auf eine Verbuchung.

Ich finde es sehr schade, dass das Casino so mit seinen Kunden umgeht.

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.

Hello Kristina

The payout has now finally been made.

So the case can be closed here.

Thank you very much!

Hallo Kristina

Die Auszahlung wurde nun endlich durchgeführt.

Somit kann der Case hier geschlossen werden.

Ich bedanke mich recht herzlich!

Dear MarcH,

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,

Kristina

Casino.Guru