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I requested a payment of €500 on January 21, 2026.

The status has remained permanently set to "in progress" ever since.

Support informed me via live chat that the payout was in its "final stages" and would normally be processed within 3 business days. This deadline has clearly been exceeded.

All required verifications have been completed.

I have not yet received a response to my formal complaint sent via email.

I request assistance in clarifying and disbursing my balance.

Ich habe am 21.01.2026 eine Auszahlung über 500 € beantragt.

Der Status steht seitdem dauerhaft auf „in Bearbeitung".

Der Support teilte mir im Live-Chat mit, dass sich die Auszahlung in der „Endphase" befinde und normalerweise innerhalb von 3 Werktagen bearbeitet werde. Diese Frist ist deutlich überschritten.

Alle erforderlichen Verifizierungen wurden abgeschlossen.

Auf meine formelle Beschwerde per E-Mail habe ich bisher keine Rückmeldung erhalten.

Ich bitte um Unterstützung bei der Klärung und Auszahlung meines Guthabens.

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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 Lolo1312,

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 Lolo1312,

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 Lolo1312,

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,
Karla
Casino.Guru