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I requested a payout of 500 € on 14.09.2023. After repeatedly inquiring, I was told there were technical difficulties with the payment processing. Then, it was suggested that I had already received the money in my player account in the form of stocks and bonds and gambled it away. None of these statements are true. The finance department claims I won't receive the money because I've spent it, but I haven't even received it. This win was made without any bonuses involved.

Ich hatte am 14.09.2023 eine Auszahlung in Höhe von 500 € beantragt. Nachdem ich mehrfach Nachgefragt habe, wurde gesagt, das es technische Schwierigkeiten des Zahlungsabwicklung gibt. Dann hies es, ich hätte das Geld bereits auf das Spielerkonto erhalten in Form von Katzen und Fonds und habe es verspielt. Keine dieser Aussagen stimmt. Die Finanzabteilung meint ich bekomme das Geld nicht, weil ich es ausgegeben habe aber ich habe es nicht bekommen. Dieser Gewinn wurde ohne Bonus erspielt.

Dear BiaMoon78,

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

Dear BiaMoon78,

Have you received your withdrawal from the casino yet?

No I haven't

Nein, habe ich nicht

Thank you for your reply, BiaMoon78. Do I understand correctly that the casino claims your balance was returned to your casino account and played? Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Dear BiaMoon78,

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.

I didn't have to do any KYC verification. Credited? Without any indication, this is deception. It was claimed that the payment provider had technical problems. Not true. A friend of mine had the same thing deducted. I would like to have all my deposits back. Otherwise, continue to be a lawyer

Ich musste keine KYC Verifizierung machen. Gutgeschrieben? Ohne jeden Hinweis, das ist täuschung. Es wurde behauptet der Zahlungsanbieter hatte technische Probleme. Stimmt nicht. Bei einem bekannten von mir wurde das selbe abgezogen. Ich möchte alle meine getätigten Einzahlung zurück haben. Ansonsten weiterhin Anwalt

Could you please post a screenshot of your withdrawal history here? Additionally,  please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

Dear BiaMoon78,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.