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I have €1400 in the withdrawal, each with different IDs. There are two amounts of €500 and one amount of €400. Customer support just puts me off and says everything is fine. I shouldn't worry and they just put me off from day to day and say that everything is great so far, but that their withdrawal volume is too high. But I think this is a tactic to get me to use my money again for games. I've had several withdrawals this month and it was always in my account within 3-5 days. Now I have €1400 pending and nothing is happening. I think it's just a content tactic. I'm excited to see if I'll ever get my money, as it looks like I'm wrong. At the moment I have a very, very bad feeling and I hope I'm wrong. But at the moment I feel cheated and wouldn't recommend this casino to anyone.

Ich habe 1400 € in der Auszahlung jeweils mit unterschiedlichen IDs. Es sind zweimal 500 € Beträge und einmal 400 € der Kunden Support vertröstet mich nur und meint, dass alles in bester Ordnung sei. Sollen wir keine Sorgen machen und vertröstet mich nur von Tag zu Tag und meint, dass alles soweit super ist. Aber dass die ein zu hohes Auszahlung Aufkommen haben. Ich halte das aber für eine Taktik, dass ich mein Geld wieder für Spiele ich habe in diesem Monat schon mehrere Auszahlungen gehabt und es war immer innerhalb von 3-5 Tagen auf meinem Konto. Nun habe ich 1400 € in der Warteschleife und es passiert überhaupt nichts. Ich halte es einfach nur für die Inhalt Taktik. Ich bin gespannt, ob ich mein Geld jemals erhalte, so wie es aussieht. Aktuell habe ich ein sehr sehr schlechtes Gefühl und ich hoffe Dass ich mich irre. Aber aktuell fühle ich mich betrogen und würde auch niemanden dieses Casino empfehlen.

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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Hello, unfortunately my money has still not been paid out and I am always being put off

Hallo leider wurde mein Geld immer noch nicht ausgezahlt ich werde immer nur vertröstet

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

There have been several successful payouts in the past, even within the specified timeframe of 3-4 days

During my verification, it states that I don't need any further verification and can play. Everything is fine with the verification.

The money I won was lost without bonus money

I am happy to attach the chat of a conversation here

Es gab in der Vergangenheit mehrere erfolgreiche Auszahlungen, auch innerhalb der vorgegebenen Frist der 3-4 Tage

bei meiner Verifizierung wird angegeben, dass ich keine weitere Verifizierung brauche und spielen kann. Es ist alles in Ordnung mit der Verifizierung.

Das Geld, was ich gewonnen habe, ist ohne Bonus Geld verspielt worden

Ich hänge Ihnen gerne hier den Chat eines Gespräches mit an

Dear player, could you please let me know if you have now received the €1400 from your pending withdrawals? If not, could you confirm the current status of these withdrawals in your account?

Have you received any recent update or explanation from the casino regarding the delay?

No, there was no payout.

All three withdrawals are in the status "Reviewing your transaction request." This has been my status since day one, and customer service just tells me every time that my withdrawal is being processed and that I should just be patient. I've never received any other response.

Nein es gab keine Auszahlung.

Alle drei Auszahlungen befinden sich im Status Überprüfung deiner Transaktionsanfrage. Das ist der Status, den ich seit Tag eins habe und der Kundendienst. Verweist mich jedes Mal nur drauf hin, dass ich meine Auszahlung Bearbeitung befindet und ich mich einfach gedulden soll. Es gab noch nie eine andere Antwort.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear bigbuchi,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite CrownPlay Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Dear all,

We are sorry for any inconvenience caused.

Please be assured that your request is being handled with the highest priority by our team.

We truly appreciate your patience and understanding in this matter.

Kind regards,

CrownPlay Team

Thank you CrownPlay Team, please keep us informed about some updates.

Thank you, bigbuchi, for the update!

Dear CrownPlay Team,

Could you please review this case and prioritize the payment to the player as a matter of urgency? A prompt resolution would be greatly appreciated.

Thank you in advance for your cooperation.

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

Dear bigbuchi,

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,

Martina