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Hello dear team,

It's about the following.

I uploaded my documents for KYC verification on April 13th and subsequently requested my payout.

This was rejected on April 14th, presumably because a document proving payment was missing.

I then uploaded this one as well, and it was also approved.

On April 15th, I requested my payment again, and this was rejected again today, April 16th.

Therefore, I am asking for your help here because this seems totally unprofessional to me.

Thank you in advance & best regards

Hallo liebes Team,

es geht um folgendes.

ich habe am 13.04 meine Dokumente zu der KYC Verifizierung hochgeladen und im Anschluss meine Auszahlung beantragt.

diese wurde am 14.04 abgelehnt weil wohl ein Dokument zum Zahlungsnachweis gefehlt hat.

diesen habe ich dann ebenfalls hochgeladen und das wurde ebenfalls genehmigt.

Am 15.04 habe ich erneut meine Auszahlung beantragt und diese wurde heute am 16.04 erneut abgelehnt.

Daher bitte ich hier um Ihre Mithilfe weil mir das total unseriös vorkommt.

Vielen Dank im Voraus & Liebe Grüße

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 Xue98,

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

Hello,

The problem is that the payments have now been rejected several times.

I have not yet received a response to my inquiry as to why the applications were rejected.

Am I supposed to try to withdraw €4000 every day, only to have it rejected again every day without any reason?

Hallo,

das Problem ist das die Auszahlungen nun mehrmals Abgelehnt wurden.

Auf meiner Rückfrage wieso die Anträge abgelehnt werden habe ich bis jetzt keine Rückmldung zu erhalten.

soll ich nun jeden Tag 4000,- versuchen auszuzahlen und jeden Tag wird es aufs Neue grundlos abgelehnt ?

Hello

Since yesterday I have tried several withdrawals of €1000-4000, but every request is rejected without comment.

My inquiry still received no concrete answer.

Please help me get my money back.

I can hardly request multiple payouts every day for two weeks straight, only to have them all constantly rejected.

Please provide information, thank you in advance!

Hallo

ich habe seit Gestern mehrere Auszahlungen von 1000-4000,-€ probiert je doch wird jede Anfrage kommentarlos abgelehnt.

Auf meine Nachfrage kam weiterhin keine konkrete Antwort.

Bitte helfen Sie mir dabei an mein Geld dranzukommen.

ich kann ja schlecht zwei Wochen am Stück jeden Tag mehrere Auszahlungen beantragen die alle ständig abgelehnt werden.

Bitte um Info, vielen Dank im Voraus!

Dear Xue98,

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 Xue98,

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