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I've been waiting for my payout since June 18, 2025. My account is blocked and I haven't received any responses from support. My account was fully verified and I can no longer log in.

ich warte seit dem 18.06.2025 auf meine auszahlung mein konto ist gesperrt und bekomme keine antworten von support mein kono war vollständig verifiziert und ich kann mich nicht mehr einloggen .

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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.

• Have you received any email from the casino after your account was blocked? If so, please forward it to me at veronika.f@casino.guru.
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• What types of games did you play to accumulate your winnings before your account was blocked?
• Did you accumulate your winnings with or without a bonus?

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

Dear robert2812,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.