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Since June 21, 2025, at 12:34 AM, I've made a withdrawal of €500 to Mastercard. In the customer chat, I always get the standard response:

Thank you for your patience. I understand your concerns regarding your retirement.

Although there has been a delay, your withdrawal is still actively being processed.

I apologize for the inconvenience and can assure you that the payout will be sent as soon as possible.

The status of your withdrawal will be updated in your balance history once it has been processed.

We thank you very much for your patience so far.

Seit dem 21.06.2025 um 0:34 Uhr habe ich eine auszahlung über 500 € auf Mastercard getätigt. Im Kundenchat bekomme ich jedes mal nur den Standart text als Antwort:

Vielen Dank für Ihre Geduld. Ich verstehe Ihre Besorgnis bezüglich Ihrer Pensionierung.

Obwohl es zu einer Verzögerung gekommen ist, wird Ihre Auszahlung noch aktiv bearbeitet.

Ich entschuldige mich für die Unannehmlichkeiten und kann Ihnen versichern, dass die Auszahlung so schnell wie möglich verschickt wird.

Der Status Ihrer Auszahlung wird in Ihrem Kontostandverlauf aktualisiert, sobald sie bearbeitet wurde.

Wir danken Ihnen sehr für Ihre bisherige Geduld.

Dear afer226,

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 the 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, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Dear afer226,

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.

No, I still got my money. Apparently, there was an error with my withdrawal and they need more time to figure out what happened.

nein ich habe mein geld immer noch bekommen. angeblich solle ein fehler bei meiner abhebung vorliegen und sie benötigen mehr zeit um rauszufinden was passiert.

I just asked again in the chat... (chat history copied):

ich habe eben schon wieder im chat nachgefragt... (chatverlauf kopiert):

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

Dear afer226,

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