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Four weeks ago, I made three withdrawals: two €500 and one €400. Customer service always responds with the same statements. Please help me get my money.

Ich habe vor nun 4 Wochen 3 Auszahlungen von 2x 500€ und 1x 400€ vorgenommen. Der Kundenservice antwortet immer mit den gleichen Aussagen. Bitte um Hilfe das ich mein Geld erhalte.

Hello,

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 that 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?

Have you accumulated your winnings with or without an active bonus?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

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Hello, my profile says I don't need verification. A withdrawal of €500 worked without any problems a few weeks ago.

All winnings were generated through slots, through bonuses after deposits. This also includes the amount that has already been paid out. However, I had fully wagered these, and only then was the amount ready for withdrawal.

Thank you very much for your help!

Guten Tag, in meinem Profil steht, ich benötige keine Verifizierung. Eine Auszahlung von 500€ hat vor einigen Wochen auch ohne Probleme geklappt.

Alle Gewinne wurden über Slots erzielt, durch Boni nach Einzahlung. Auch der Betrag, der schon ausgezahlt wurde. Diese wurden aber vollständig von mir umgesetzt und damit war der Betrag zum Auszahlen erst bereit.

Vielen Dank aber schonmal für Ihre Hilfe!

Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Alternatively, you may post screenshots here. Thank you for your cooperation.

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

Dear Redpain,

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,

Veronika