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Wait a week for my payout. I have already contacted me several times by e-mail, you are always comforted. (High number of customers etc.)

Warte schon eine Woche auf meine Auszahlung. Habe schon mehrmals Kontakt per Mail aufgenommen man wird immer rausgetröstet. ( Hohe kundenanzahl etc.)

Dear Claudia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Dear Claudia,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Got the 1st payment. The 2nd was rejected because the IBAN was said to be incorrect, although it was exactly the same as the 1st payment.

Habe die 1. Zahlung erhalten. Die 2. wurde abgelehnt da angeblich der IBAN nicht stimmt obwohl es haargenau der gleiche war wie bei der 1. Auszahlung.

Thank you for the updates, Claudia. Do I understand correctly that your winnings have been divided into multiple withdrawals? Could you please clarify how much money you received and how much money is there left to be withdrawn?

Have you tried contacting the casino regarding the IBAN issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Dear Claudia,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.