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Hello. On January 10, 2025, I made a withdrawal request for €500, but the casino canceled it because I had entered an incorrect IBAN (which I don't believe).

Now on January 14, 2025, I submitted a new withdrawal request for €500. After asking several times how long the processing would take, I was told yesterday that it would take 24 hours for the processing to be completed and that I would then receive a response.

After nothing happened today, I asked again and was told that it could take up to 72 hours.

Since the whole thing seems a bit strange to me, I politely ask you to contact the casino regarding my withdrawal, because I don't think it's normal that it takes so long.

Thank you

Best regards!

Michael *****

Hallo . Ich habe am 10.1.25 einen Auszahlungsantrag in Höhe von 500€ veranlasst, welcher mir aber wieder vom Casino aufgrund einer falsch angegebenen IBAN ( was ich aber nicht glaube) storniert wurde.

Nun habe ich am 14.1.25 einen neuen Auszahlungsantrag in Höhe von 500€ gestellt . Nach mehrmaligem Nachfragen wie lange die Bearbeitung dauert sagte man mir gestern dass es 24 Stunden dauert bis die Bearbeitung abgeschlossen ist und ich dann diesbezüglich eine Rückmeldung bekomme.

Nach dem heute nichts passiert ist habe ich erneut nachgefragt und mir wurde gesagt dass es bis zu 72h dauern kann.

Da das Ganze mir etwas seltsam vorkommt bitte ich Sie höflich mit dem Casino bezüglich meiner Auszahlung Kontakt aufzunehmen, denn ich finde es nicht normal dass es so lange dauert.

vielen Dank

mit freundlichen Grüßen!

Michael *****

Dear Janaundmichi,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hello . Thank you for your efforts.

The money was transferred today.

You can close the case.

Best regards

Michael ******

Hallo . Vielen Dank für Ihre Bemühungen.

Das Geld wurde heute überwiesen.

Sie können den Fall schließen.

Viele Grüße

Michael ******

Dear Janaundmichi,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru