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Hello!

I'm having major problems with this casino! I've already sent all the required documents and receipts several times, but the casino keeps refusing to pay out. I'm afraid it's a scam. In the chat, they keep assuring me that everything is fine, but then they refuse to pay out. Please help!

Hallo!

Habe große Probleme mit diesem Casino! Habe bereits alle erforderlichen Dokumente und Belege mehrfach gesendet aber das Casino lehnt immer wieder die Auszahlung ab. Ich befürchte es handelt sich um Betrug. Im Chat wird immer versichert, dass alles passt aber dann wird wieder nicht ausgezahlt. Bitte um Hilfe!

Dear claudi3110,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide more details regarding your experience?

• What documents and receipts have you submitted to the casino, and when exactly did you send the last one?
• When was the last time the casino communicated with you regarding the verification of your account and the payout of your winnings?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Hello! I have sent all the requested documents multiple times. Bank statement, photo of my bank card, watermark, passport, Skrill transfer, Skrill account, payment confirmation email, all in PDF and screenshot format.

The chat employees lied every time and said it was done. A short time later, I received another email saying the documents hadn't been approved. To date, I still haven't received the €400.

Hallo! Ich habe sämtliche Unterlagen die gefordert worden sind mehrfach gesendet. Bankauszug, Foto der Bankkarte, Wassersbrechung, Reisepass, Skrill Überweisung, Skrill Konto , Bestätigungsmail der Zahlung, alles in PDF und Screenshot.

Die Mitarbeiter im Chat, haben jedesmal gelogen und gesagt, es wäre nun erledigt, kurze Zeit später kam wieder ein Mail, dass die Dokumente nicht genehmigt worden sind. Bis dato habe ich die 400€ noch nicht erhalten.

Hello! Thanks, I finally received the payment!

Hallo! Danke ich habe die Zahlung endlich erhalten!

Dear claudi3110,

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,

Veronika Fritz

Casino.Guru