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Hello!

Unfortunately, I'm having problems with the casino. My account is verified, but they aren't paying out. Emails aren't being responded to. And the chatbot always replies with the same standard response. It would take three business days. But I've been waiting for five days now, and nothing has happened. Since the casino has extremely poor reviews, I fear it's a scam. Please help! Thank you.

Hallo!

Ich habe leider Probleme mit dem Casino. Mein Konto ist vertifiziert , sie zahlen aber nicht aus. Auf Mails wird nicht geantwortet. Und der chatboot, antwortet immer mit der selben Standartantwort. Es würde 3 Werktage dauern. Ich warte aber jetzt schon 5 Tage und nichts ist passiert. Da das Casino extrem schlechte Bewertungen hat, fürchte ich es ist Betrug. Bitte um ihre Hilfe! Danke

Hello,

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,

Kristina

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.

Hello! I already certified my account last year. I've waited six days, and today the withdrawal was declined without any explanation! It's a scam.

Hallo! Ich habe mein Konto bereits letztes Jahr zertifiziert. Habe jetzt 6 Tage gewartet und heute wurde die Auszahlung ohne Angabe von Gründen abgelehnt! Es ist Betrug

The casino is now demanding receipts for all the deposits I've made there. Including one from June 8th, even though I didn't deposit anything there that day. I've sent all bank statements and receipts.

I paid by instant bank transfer, and they're asking for a receipt from my Skrill account, even though I don't have one. This is really dubious, considering I was already certified in December. I've never experienced anything like this before. I hope you can help me.

Casino verlangt jetzt von allen Einzahlungen die ich dort getätigt habe Belege. Unter anderem vom 8.6 obwohl ich an diesem Tag dort gar nicht eingezahlt habe. Habe alle Kontoauszüge und Belege gesendet.

ich habe per sofort Überweisung bezahlt und es wird ein Beleg von meinem Skrill Konto verlangt, obwohl ich kein skrillkonto habe. Wirklich sehr unseriös, da ich bereits zertifiziert war im Dezember. Habe sowas noch nie erlebt wie dort. Ich hoffe sie können mir helfen

Hello! Update: The casino still refuses to pay out my winnings. Now they're demanding a confirmation email for a payment from June, even though I didn't make any withdrawals in June. Of course, I don't have the email because it doesn't exist. I've never experienced anything as dubious as this casino. My account was already verified in December, and I've sent all the required documents multiple times. They're asking for ridiculous things, like a screenshot of my email search bar when I type in Skrill! Unbelievable. Please help!🙏

Hallo! Update: das Casino weigert sich nach wie vor meinen Gewinn auszubezahlen. Nun verlangen sie eine Bestätigungsmail einer Zahlung vom Juni, obwohl ich im Juni keine Auszahlung getätigt habe. Natürlich habe ich die Mail nicht weil es keine gibt. Ich habe noch nie so etwas unseriöses wie dieses Casino erlebt. Es wurde bereits im Dezember mein Konto vertifiziert und ich habe alle erforderlichen Unterlagen mehrfach gesendet. Es Werden unsinnige Dinge verlangt, wie zb. Ein Screenshot meiner E Mail suchleiste wenn ich skrill eingebe! Unfassbar. Bitte um Hilfe!🙏

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear claudi3110,

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,
Kristina
Casino.Guru