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Hello, on October 30, 2025, I attempted to withdraw €360. After a week, the funds weren't credited to my account (despite being approved), so I contacted support, and they credited it back to my casino balance. Now I have two withdrawal requests: one for €3,500 and the other for €1,000. These were also approved by the casino, and my account is fully verified. Support couldn't tell me what the problem was in the live chat.

Hallo, ich habe am 30.10.2025 versucht 360€ auszuzahlen, nach dem die nach einer Woche nicht drauf waren(obwohl genehmigt), habe ich den Support angeschrieben und die haben es wieder meinem Casino Guthaben gutgeschrieben. Jetzt habe ich zwei Auszahlungen in Höhe von 3500€ 1. 2500€ 2. 1000€. Die wurden auch vom Casino genehmigt, und ich bin komplett verifiziert. Der Support konnte mir im Livechat auch nicht sagen woran es liegt.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you submit the withdrawal requests that are currently pending in your account?
• Which payment method have you selected for your withdrawal requests?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• When was the last time the casino communicated with you regarding the delay in processing your payments?

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

Best regards

Veronika

Good morning,

The withdrawals were approved on November 14, 2025. Both were via SEPA; I am fully verified. The casino didn't contact me directly; I had to use live chat. They couldn't tell me what the problem was.

I know that the two withdrawals are less than 14 days old, but the same was true for the first withdrawal of €360, which was approved on October 30th. I then continued playing with the money and got my first ever max win in Blood & Shadow 2.

Best regards

RS

Guten Morgen,

die Auszahlungen wurden am 14.11.25 genehmigt. Beide über SEPA, ich bin komplett verifiziert. Das Casino hat sich nicht selber gemeldet, sondern Ich musste dem Livechat schreiben. Die konnten mir keine Auskunft geben, woran es gelegen hat.

Ich weiß, das die beiden Auszahlungen noch keine 14 Tage alt sind, dennoch war das ja auch bei der ersten Auszahlung in Höhe von 360€ die bereits am 30.10 genehmigt war. Ich habe dann mit dem Geld weiter gespielt und meinen ersten Max-Win überhaupt bei Blood&Shadow 2 bekommen.

Liebe Grüße

RS

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

Dear xlnsane,

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