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I requested a withdrawal on May 17th, but it hasn't been processed yet. They have my account number, my passport, and my account has been verified. They keep asking me to be patient.

Ich habe eine Auszahlung an 17.5 beauftragt bis jetzt wurde nicht ausbezahlt mein Konto Nummer haben sie meine Reisepass und mein Konto wurde verifiziert und jedesmal schreiben sie mir bitte um Geduld

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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 made any successful withdrawals from this casino before?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• When was the last time you communicated with customer support regarding the delay in processing your payment?

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

No, unfortunately I haven't made a withdrawal.

Nein ich habe leider keine Auszahlung gemacht

I wrote to them today and they wrote the same thing again, always the same thing.

habe heute sie angeschrieben und wieder schreiben sie das selbe immer das gleiche

Do I have to wait, is there any news?

Muss ich warte gib es was Neues

Dear Nikolic,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Thanks

Danke

Hello Nikolic,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

I will, thank you.

Mache ich Danke

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Nikolic,

I have tried to contact the casino repeatedly but unfortunately received no response.

As the casino has failed to cooperate with us and operates without a valid license or any recognized Alternative Dispute Resolution (ADR) service, there is no independent regulatory authority we can refer your case to for further review.

For this reason, I have to mark your complaint as "unresolved" in our system. I understand this is not the outcome you were hoping for. However, unresolved complaints negatively affect the casino's rating on our website, which may encourage it to improve its approach toward players in the future.

If the casino decides to respond at any point, we will reopen the complaint automatically, and you will be notified by email.

In the meantime, I can only recommend choosing casinos with better ratings and valid licensing to reduce the risk of encountering similar issues in the future.

I am sorry that we could not be of more help in this case.

Best regards,

Barbora