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I created an account with Naobet. The first seven withdrawals of €500 each were approved. Since then, nothing has happened. I have a pending withdrawal of €500 from July 3, 2025.

Additionally, there are additional withdrawals of €500 each. This is the maximum withdrawal amount. There are a total of three outstanding withdrawals of €500 each, plus an additional €1,900 in the gaming account.

A payout was canceled without giving any reason.

The customer support, if you want to call it that, is of no help and simply puts you off. They say the problem will be forwarded to the finance department. But it's always the same old platitudes. Contacting them via email or chat doesn't help. It's just stalling and putting you off.

Therefore, I ask for help and support in getting my money.

Ich habe einen Account bei Naobet erstellt. Die ersten 7 Auszahlungen zu jeweils 500€ wurden genehmigt. Seitdem passiert nichts mehr. Ich habe eine offene Auszahlung von 500€ vom 3.7.2025.

zudem weitere Auszahlungen zu je 500€. Das ist der maximale Abhebungsbetrag. Es sind insgesamt 3 offene Auszahlungen zu je 500€ und zusätzlich noch 1900€ auf dem Spielkonto.

Eine Auszahlung wurde ohne Angabe von Gründen storniert.

der Kundensupport , wenn man ihn so nennen möchte, hilft nicht weiter und man wird vertröstet. Das Problem würde an die finanzabteilung weitergegeben werden. Aber das sind immer dieselben Floskeln. Kontaktaufnahmen per Mail oder Chat halfen nicht weiter. Das ist Hinhalten und Vertrösten.

Daher bitte ich um Hilfe und Unterstützung in der Sache, dass ich mein Geld bekommen.

Dear player,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru