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Hello!

The casino is not paying out the €200. The amount has been "processing" for days, even though withdrawals are usually completed within minutes. The bigger concern, however, is that the casino has been unreachable for days. There are no responses via email, live chat, or Instagram.

I am asking for help.

Hallo!

das Casino zahlt den Betrag von 200 Euro nicht aus. Der Betrag befindet sich seit Tagen „in Bearbeitung" obwohl die Auszahlungen normalerweise innerhalb von Minuten abgewickelt werden. Die größere Sorge ist jedoch, dass das Casino seit Tagen nicht erreichbar ist. Es gibt keine Antworten per Mail, Live Chat oder Instagram.

ich bitte um Hilfe

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 Manuel1718,

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

As previously mentioned, withdrawals were and still are usually processed within minutes. Now there has been no contact for days; the casino is not responding, neither by email, nor in live chat or via Instagram.

Wie bereits erwähnt, werden und wurden Auszahlungen normalerweise innerhalb von Minuten ausbezahlt. Jetzt gibt es seit Tagen keinen Kontakt, das Casino antwortet nicht, weder per Mail, noch im live Chat oder via Instagram.

Update: Still no replies via email or Love Chat, and no payment has been made yet.

Update: noch immer keine Antworten per Mail oder love Chat, auch erfolgte noch keine Auszahlung

Dear Manuel1718,

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, the payment is still being processed. After many days, I finally managed to reach the live chat, but there were only excuses, and the casino claims to have approved the payment. However, it clearly shows in my profile that the payment is still being processed.

Normally, no one responds, neither via chat, email, nor Instagram. Not even the complaints department. complaints@galaktikanv.com was not prepared to answer.

As mentioned, the account is fully verified and withdrawals from both older and newer accounts worked without any problems.

Nein die Zahlung ist weiter in Bearbeitung. Ich konnte nach vielen Tagen einmal den Live-Chat erreichen, aber es gab nur Ausreden und das Casino behauptet die Zahlung genehmigt zu haben. Im Profil ist jedoch eindeutig ersichtlich, dass die Zahlung in Bearbeitung ist.

Im Normalfall antwortet auch niemand, weder per Chat, E-Mail oder Instagram. Auch die Beschwerdestelle complaints@galaktikanv.com war nicht bereit zu antworten.

Wie erwähnt Konto ist voll verifiziert und ältere und jüngere Auszahlungen funktionierten problemlos

Dear Manuel1718, 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

Did they read my messages and look at my screenshot?

Never a bonus

And I can't forward any email correspondence to you because I haven't received a single reply, despite an estimated 50 attempts.

Haben sie meine Nachrichten gelesen und meinen Screenshot angeschaut?

Nie ein Bonus

Und E-Mail Verkehr kann ich ihnen keinen weiterleiten weil ich noch keine einzige Antwort erhalten habe, trotz geschätzt 50 versuchen

Dear Manuel1718,

Thank you for your response.

I have reviewed your messages and understand that you have not received any replies from the casino despite numerous attempts to contact them.

However, I am unable to locate any email from you in my inbox containing screenshots or additional information. Could you please let me know which email address you used to send the message and screenshots to me? This will allow me to double-check whether the email was received successfully.

Thank you in advance for your cooperation.

Karla

I meant my messages here in chat as well as the screenshot.

As I've seen in other forums, the casino is already on the blacklist.

Ich meinte meine Nachrichten hier in Chat sowie den Screenshot

Wie ich in anderen Foren gesehen habe, ist das Casino bereits auf der schwarzen Liste

Dear Manuel1718,

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, Martin L., (martin.l@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,

Karla Mayfly

Hello Manuel1718,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

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.

Dear Manuel1718,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru