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I've been waiting for my payout since April 2nd. Initially, the casino told me it would take longer due to the holidays and weekend. After that, they said daily that it was being reviewed and I would be informed. Of course, nothing happened. Yesterday, they promised that until now I'd only received automated replies and that I should continue to be patient. Naturally, nothing has been done. I keep getting the same answers from them. Now they've told me to email Paymant. I keep getting the same answer from them too.

Seit 2.4 warte ich auf die Auszahlung. Am Anfang wurde mir von Casino mitgeteilt dass wegen der Feiertage und Wochenende länger dauert. Danach wurde täglich gesagt es wird überprüft ich werde informiert. Natürlich passiert gar nichts. Gestern haben die zugesagt dass bis jetzt habe ich immer automatisch generierte Antworten bekommt und ich soll weiter Geduld haben. Natürlich weiterhin wurde nichts gemacht. Bekomme ständig die gleichen Antworten von dem. Mittlerweile sollte ich an Paymant eine Mail schreiben. Von da bekomme ich auch immer die gleiche Antwort.

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Dear Cata1992,

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 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

Dear Cata1992,

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.

No, unfortunately no payment has been processed. I contacted them daily, but it was all in vain.

Nein , leider wurde keine Auszahlung durchgeführt. Habe täglich die angesprochen aber alles umsonst.

My account is verified. I've received payouts in the past. This time, after more than two weeks, I haven't received the money and am only asked to wait every day.

Mein Konto ist verifiziert. Habe in der Vergangenheit schon Auszahlungen erhalten. Diesmal nach mehr als 2 Wochen bekomme ich das Geld nicht und werde täglich nur gebeten zu warten .

After such a long wait, we've now discovered that the payout couldn't be processed, and the money has, of course, been credited back to my gaming account. I've already withdrawn from this account several times. Outrageous!

Nach so viel Wartezeit haben jetzt festgestellt dass die Auszahlung nicht durchgeführt werden konnte und das Geld wurde natürlich wider auf dem Spielkonto gutgeschrieben. Ich habe schon auf dem Konto mehrmals ausgezahlt. Eine Frechheit

Dear Cata1992, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear Cata1992,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru