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I have been waiting for a week and a half for my withdrawal. I have submitted all the required documents!!! My withdrawal is simply not being processed; there's always some excuse that something is missing or whatever!!! Also, I just verified my account 4 months ago!!! Oh, and by the way, I was intermittently informed that my account was verified!!!

Ich warte nun seit ein ein halb Wochen auf meine Auszahlung , ich habe alle Dokumente eingereicht die verlangt werden !!! Meine Auszahlung wird einfach nicht bearbeitet immer heißt es es würde was fehlen oder so;!!! Hab mich zudem vor 4monaten erst verifiziert' ;!! Achso das mein Konto verifiziert' wäre wurde auch zwischendurch Mal geschickt !!!

Dear Annika85,

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, an investigation of your gameplay, 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 Annika85,

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.

Good day...after about three weeks and constantly submitting the same documents, I finally had my money after about 3.5 weeks.

Guten Tag....nach ca. Drei Wochen und ständigen einreichen,der immer wieder gleichen Dokumente hatte ich dann nach ca 3,5 Woche. Mein Geld

Dear Annika85,

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