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Dear Casino-Guru Team, unfortunately I have been waiting for my payout of 200 euros since March 4th, 2026.

For over a week, I've been given the runaround with excuses like technical problems, the payout being reviewed, and the like. Unfortunately, I've had the same experience with this casino before, where I had to contact them here to finally receive my payout of over €2,000 after more than three months. I'm not going to put up with that again. Therefore, I'm now filing a complaint. After more than 15 days, the money should be in my account. I'm attaching screenshots of the communication. This concerns payout ID 64723.

Best regards

Patrick P.

Sehr geehrtes Casino-Guru Team, leider warte ich seit dem 04.03.2026 auf meine Auszahlung in Höhe von 200 Euro.

Seit über 1 Woche werde ich hingehalten mit ausreden, wie technische Probleme, die Auszahlung wird geprüft und der gleichen. Leider hatte ich die Erfahrung bei dem Casino schon, dass ich mich auch erst hier drüber wenden musste um nach über 3 Monaten meine Auszahlung in Höhe von über 2000 Euro zu erhalten. Dieses Spiel mache ich nicht nochmal mit. Daher lege ich jetzt Beschwerde ein. Denn nach über 15 Tagen, kann man das Geld auf deinem Konto erwarten. Ich Hefte hiermit auch Screenshots von der Kommunikation mit an. Es handelt sich um die Auszahlung mit der ID 64723.

Mit freundlichen Grüßen

Patrick P.

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Dear padde89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can fully understand the situation.

• Have you made any additional successful withdrawals since your first complaint was submitted to us?
• What types of games did you play to accumulate the most recent winnings you have been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?
• Have you been requested to submit any new identity documents for further verification of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Good evening,

Regarding point 1: No, I haven't made any further withdrawals because this isn't possible while a withdrawal is being processed.

Regarding point 2: I mostly played Blas the Bast.

Regarding point 3: I had no active bonus at the time of my withdrawal, as otherwise you can't withdraw anything.

Regarding point 4: No, I wasn't.

I've already been through the whole casino game. Stalling, etc.

In December I had a payout of 2000 euros, which dragged on until mid-February, and this only happened because I contacted you.

That's why we're taking this step now.

Best regards

Patrick

Guten Abend,

Zu Punkt 1. Nein ich habe keine weiteren Auszahlungen getätigt, weil dies nicht geht, solange eine Auszahlung gearbeitet wird

Zu Punkt 2. Ich hab überwiegend blas the Bast gespielt

Zu Punkt 3. Ich hatte keinen Aktiven Boni bei meiner Auszahlung, da man sich sonst nichts auszahlen lassen kann

Zu Punkt 4. Nein wurde ich nicht

Ich hab das ganze Spiel mit dem Casino schon durch. Hinhalten etc.

Im Dezember hatte ich eine Auszahlung von 2000 Euro, welche sich bis Mitte Februar gezogen hat und dies nur zustande kam, weil ich mich an euch gewendet habe.

Daher jetzt direkt dieser Schritt.

Mit freundlichen Grüßen

Patrick

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

Dear padde89,

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,

Veronika