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Hello

I've been fighting to withdraw my winnings since December 29, 2025. After waiting five days and repeatedly contacting support, I was always forced to wait even longer. Eventually, the matter was escalated. Lo and behold, somehow the money was transferred back to my player account, and the withdrawal was reversed. On January 7, 2026, I tried again to withdraw my winnings, and after another five-day wait and discussions with support, the money was once again reversed and transferred back to my player account. I used to receive my winnings within hours. Now it's just a hassle. In short, I still haven't received my winnings.

I need help, I don't know what to do anymore.

Hallo

ich Kämpe seid 29.12.25 mein Gewinn auszuzahlen. Nach 5 Tagen warten und immer wieder Kontakt mit dem Support wurde ich immer zum warten gezwungen. Irgendwann wurde dann mal eine Eskalation gemacht . Jupsss irgendwie war das Geld wieder auf mein Spielerkonto überwiesen, wurde storniert . Am 7.1.26 erneuerter Versuch der Auszahlung des Gewinns und wieder nach 5 Tagen warten diskutieren mit dem Support wurde dass Geld wieder storniert und auf mein Spielerkonto überwiesen. Ich habe meine Gewinne immer nach Stunden auf meinem Konto gehabt. Und zur Zeit ist es nur noch mühsam . Kurz gesagt ich habe mein Gewinn immer noch nicht

ich bitte um Hilfe weiß nicht mehr weiter

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Dear LaReginadelflow,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

To help me fully understand the situation, could you please provide the following information:

• When did you make your last successful withdrawal, and how long did it take to be processed?
• Can you confirm whether you have successfully passed the KYC verification process?
• Were your winnings accumulated with or without an active bonus?

I hope we will be able to assist you in resolving this matter as quickly as possible. Thank you very much in advance for your cooperation.

Best regards,

Petra

Hello

So, my last successful withdrawal was on December 30th for €1000. It was in my bank account within hours. I waited six days for the withdrawal of €3000 on December 29th, 2025, and nothing arrived. After several emails with support, it was canceled, and suddenly the money was back in my player account. I was never given the reason for the cancellation. Then, on January 7th, 2026, I tried to withdraw my winnings again, and another five days passed with no money in my account. I contacted support again until, after a long wait, it was canceled once more, and the money was back in my player account. Now, yesterday, January 14th, 2026, I tried to withdraw my winnings again, and it's guaranteed to fail again. It's becoming really hard to believe I'll ever get my winnings. My winnings were without bonuses.

Hallo

also meine letzte erfolgreiche abhebung war am 30.12. mit 1000 Euro. Innerhalb in Stunden war es auf mein Girokonto. Die abhebung am 29.12.25 mit 3000 Euro habe ich gewartet 6 Tage und kam nichts. Nach mehreren schreiben mit dem Support wurde es storniert und hatte es plötzlich auf mein Spielerkonto wieder. Der Grund der Stornierung wurde mir nie gesagt. Daraufhin habe ich dann am 7.1.26 wieder mein Gewinn auszahlen zu lassen , wieder 5 Tage vergangen kein Geld auf mein Konto. Wieder mit dem Support geschrieben bis es nach langem wieder storniert wurde, und dass Geld wieder auf meinem Spielerkonto drauf war. Jetzt habe ich nochmals gestern den 14.1.26 den Gewinn auszuzahlen lassen, und es wird garantiert wieder nicht gehen. Langsam wird es echt schwierig noch zu glauben dass ich meinen Gewinn bekomme. Meine Gewinne waren ohne Boni.

Thank you for your reply and for providing the previous details, LaReginadelflow.

Could you please clarify the following points for us?

• Which payment method did you choose to withdraw your winnings? Was it the same method you used previously?
• Have there been any changes to your account status or verification process since you first initiated the withdrawal?
• Have you received any specific explanation from support regarding the reversal of your withdrawals? Could you provide any additional communication you have had with the casino? This may include screenshots, emails, or chat records.

You can send all relevant documents to petra.h@casino.guru, or alternatively, post your screenshots directly in the thread.

Thank you again for your cooperation.

Dear LaReginadelflow,

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,
Petra
Casino.Guru