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Hello, I made withdrawals of 500 each on 02/07/2025 and 02/08/2025 to crypto (bitcoin) and it is now 02/23/2025 and nothing has changed in the status so far, it has been the same status since day 1 and every time I talk to live support they say the payout is delayed but nothing changes, normally a payout takes 3-5 days like it says on the site, I feel like I'm being cheated

Hallo ich habe am 07.02.2025 und 08.02.2025 Auszahlungen jeweils von 500 betätigt auf Krypto (Bitcoin) und es ist jetzt schon der 23.02.2025 und es hat sich bis jetzt garnichts am Status geändert es ist seid Tag 1 immer noch der Selbe Status und jedes mal wenn ich mit dem Live Support rede heißt es jedes mal die Auszahlug hat etwas Verzögerung aber ändern tut sich nichts normaler weise dauert eine Auszahlung 3-5 Tage wie es auch da steht auf der Seite, ich fühle mich als wenn ich betrogen werde

Dear cem44x,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

Could you please share your communication with the casino regarding the withdrawal requests? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

Have you ever made successful withdrawals? No, this was my first withdrawal

Could you please confirm that you have passed the KYC verification? Yes is confirmed

Did you accumulate your winnings with or without an active bonus?I played without any bonus.

Haben Sie schon einmal erfolgreiche Abhebungen vorgenommen? Nein ist meine erste Auszahlung gewesen

Könnten Sie bitte bestätigen, dass Sie die KYC-Verifizierung bestanden haben? Ja ist bestätigt

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus angesammelt?Ich habe ohne jeglichen Bonus gespielt.

Still nothing has changed 19 days already passed very very strange

Es hat sich immer noch nichts verändert 19 Tage schon vergangen sehr sehr komisch

Dear cem44x, am I correct in understanding that the delay in your withdrawal requests is being attributed to a large number of withdrawal requests?

Do you have any updates from the casino regarding your withdrawal requests?

The payment was made, thank you very much for the help

Die Auszahlung wurde durchgeführt vielen Danke trotzdem für die Hilfe

Dear cem44x,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru