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Hello, I need help, please. I have a completed withdrawal from November 4th, finalized on November 6th, but the money hasn't arrived in my account. The chat support can't help me, and without transaction details, my bank can't investigate. Therefore, I request that the casino submit a trace request to determine where the money went.

Hallo ich brauche bitte hilfe, ich habe eine abgeschlossene Auszahlung vom 4.11, abgeschlossen am 6.11 aber das Geld ist nicht auf meinem Konto angekommen. Der chat kann mir nicht helfen und ohne transactionsdaten kann meine Bank auch nicht suchen. Daher bitte ich um Stellung eines nachforschungsantrags des casinos, wo das Geld hingegangen ist.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Gjjffvjjfchif,

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

It's also strange that the payout that was completed today is already in the account. Something's not right here.

Komisch ist auch das die Auszahlung die heute abgeschlossen wurde auch auf dem Konto drauf ist. Also irgendwas stimmt hier nicht.

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

Dear Gjjffvjjfchif,

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,

Attila

We’ve reopened this complaint at the request of Gjjffvjjfchif. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear player, could you please give us a summary of the current situation of your withdrawal?

Thank you in advance for your reply.

The current situation is that withdrawals are blocked and the chat cannot help.

Aktueller Stand ist das abhebungen gesperrt sind und der chat kann nicht helfen.

So, to reiterate the situation: the withdrawal that was marked as successful didn't arrive in my account but was returned to the player's account. I then tried to withdraw the €390 again, but that didn't work because the system said I had to wager the amount first. I did that, and now it's €980, and withdrawals are blocked. I don't know why. Please help me clarify this. Thank you.

Also noch mal zur Situation, die Auszahlung die als erfolgreich angezeigt wurde ist nicht bei mir eingegangen auf dem Konto sondern kam auf das Spieler Konto zurück. Dann habe ich versucht die 390 Euro noch einmal abzuheben was aber nicht funktionierte da das System sagte ich muß den Betrag erst umsetzen. Das habe ich dann auch getan und nun sind es 980€ und die abhebungen sind gesperrt. Warum weiß ich nicht. Bitte helfen Sie mir um das zu klären. Danke

Dear Gjjffvjjfchif, 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?

. Thank you very much in advance for your reply.

Yes, there were successful payouts.

A KYC check is now required.

Ja es gab erfolgreiche Auszahlungen.

Mittlerweile wird eine kyc Überprüfung gefordert.

Dear Gjjffvjjfchif, thank you very much for the update. Could you please confirm whether you have submitted all the documents required for the verification process? If so, have you received any response from the casino?

Thank you very much in advance for your reply.

All that's missing is the bank statement, but that won't be issued by the bank until December 1st.

Es fehlt nur noch der Kontoauszug der wird aber erst am 1.12 von der Bank erstellt

Dear Gjjffvjjfchif, thank you for your response.

Please keep us updated of any further developments.

Best regards,

Attila G.

I have uploaded all the documents.

Ich habe alle Dokumente hochgeladen

Please process this as quickly as possible. Thank you.

Bitte um schnellstmöglichste Bearbeitung. Danke

Is there an update?

Gibt es ein Update?

Dear Gjjffvjjfchif, thank you for your response. Could you please confirm the current status of the verification process? Have you received any new information from the casino?

If so, could you please share your correspondence? Send emails or chat transcripts to my email at attila.g@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.

Verification is still in progress.

Verifizierung läuft noch.

The verification process is still ongoing; can you help me at Casino Guru to ensure the verification is completed?

Die verifizierung läuft immer noch, können Sie bei casino guru mich unterstützen das die verifizierung abgeschlossen wird.

According to the chat, verification takes 3 days. Everything has been available since December 1st.

Laut chat dauert die verifizierung 3Tage. Seit dem 1.12 liegt alles vor

Dear Gjjffvjjfchif,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Hello Player,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

OK

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I will close the complaint as soon as the payments are completed.

So bald die Auszahlungen erledigt sind werde ich die Beschwerde schließen.

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

Dear Gjjffvjjfchif,

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,

Barbora