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Complaint regarding outstanding payment of €120

Dear Casino Guru Team,

I need your support because my withdrawal from the casino in question has not been processed for several days.

Chronology:

I have made a total of three deposits at the casino.

The third deposit was €20 and was made with a bonus.

I have fully redeemed the bonus and fulfilled the corresponding wagering requirements.

The deposit was made on August 10, 2026.

On August 11, 2026, I requested a payment of €120.

I have fully uploaded all KYC documents required by the casino.

My casino profile shows that my account is verified.

In addition, I sent all the documents again to the casino via email.

Despite full verification and multiple submissions of the documents, my payment has not been made to this day, August 19, 2026.

Eight days have now passed since the payment request.

I have provided all the necessary documents. Nevertheless, I have not received my €120 and no plausible reason has yet been given as to why the payment is still not being processed.

I have uploaded screenshots of the withdrawal request and the verified KYC status.

I therefore request Casino Guru's assistance in clarifying the case and in contacting the casino to obtain a payout of my €120.

Thank you for your support.

Best regards

Beschwerde wegen ausstehender Auszahlung von 120 €

Sehr geehrtes Casino-Guru-Team,

ich benötige Ihre Unterstützung, da meine Auszahlung bei dem betreffenden Casino seit mehreren Tagen nicht bearbeitet wird.

Chronologie:

Ich habe insgesamt drei Einzahlungen bei dem Casino vorgenommen.

Die dritte Einzahlung betrug 20 € und wurde mit einem Bonus getätigt.

Den Bonus habe ich vollständig umgesetzt und die entsprechenden Umsatzbedingungen erfüllt.

Die Einzahlung erfolgte am 10.08.2026.

Am 11.08.2026 habe ich eine Auszahlung in Höhe von 120 € beantragt.

Alle vom Casino geforderten KYC-Dokumente habe ich vollständig hochgeladen.

In meinem Casino-Profil wird angezeigt, dass mein Konto verifiziert ist.

Zusätzlich habe ich sämtliche Dokumente nochmals per E-Mail an das Casino geschickt.

Trotz vollständiger Verifizierung und mehrfacher Übermittlung der Unterlagen wurde meine Auszahlung bis heute, 19.08.2026, nicht ausgezahlt.

Damit sind inzwischen 8 Tage seit dem Auszahlungsantrag vergangen.

Ich habe alle notwendigen Unterlagen bereitgestellt. Dennoch erhalte ich meine 120 € nicht und es wurde mir bisher kein nachvollziehbarer Grund genannt, warum die Auszahlung weiterhin nicht bearbeitet wird.

Ich habe Screenshots des Auszahlungsantrags und des verifizierten KYC-Status hochgeladen.

Ich bitte Casino Guru daher um Unterstützung bei der Klärung des Falls und darum, das Casino zu kontaktieren und eine Auszahlung meiner 120 € zu erreichen.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dima8875,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Absolutely nothing to complain about. Even praise is due, as the game Lady Wolf Moon contributes 0% to the bonus wagering requirements. I only fulfilled the bonus requirements with Lady Wolf Moon. Despite this, they still paid out the money. Great job!

Nix mehr auszusetzt. Sogar ein Lob, das Spiel lady wolf moon trägt 0% zum Bonus Umsatz um. Habe den Bonus nur mit dem Spiel lady wolf moon umgesetzt. Trotz dem haben die das Geld ausgezahlt. Großes Lob

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

Dear Dima8875,

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,

Jean