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I made 3 withdrawals: 2 times 1000 euros and 1 time 2000 euros.

All three withdrawals were accepted by the casino. But I haven't received any money in my bank account.

When I repeatedly asked for proof of payment via email, live chat and WhatsApp, I was always given standard replies and sometimes not even answered at all.

They told me I should wait 7 working days before they'll give me proof of payment?

Why can't you do that directly?

I'm waiting in vain for my money.

Ich habe 3 Auszahlungen vorgenommen. 2 mal 1000 euro und 1 mal 2000 euro.

Alle 3 Auszahlungen wurden akzeptiert vom Casino . Aber ich habe kein Geld erhalten auf meinem Bankkonto .

Als ich dann mehrmals per Email per live chat und per WhatsApp nachgefragt habe nach einem Überweisungsnachsweis wurde ich jedesmal mit standart antworten abgewunken und manchmal sogar gar nicht beantwortet .

Ich solle 7 Werktage warten erst dann wollen sie mir ein Überweisungen Nachweis geben angeblich?

Wieso kann man das nicht direkt?

Ich warte vergeblichs auf mein Geld .

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Dear Muro1008,

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 Muro1008,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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

Dear Muro1008,

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,

Karla