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Hello,

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 I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

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Thank you for your patience, and stay safe.

Hello,

As you already know, I requested a large withdrawal some time ago, but nothing has arrived yet. The app states that my account doesn't need to be verified—I've successfully received a withdrawal before, and I only played with real money (without a bonus).

Could you please let me know why the payout is taking so long this time and if anything else is required from my side?

Thank you in advance!

Best regards

Nishika M***

Hallo,

Wie sie schon wissen ich habe vor einiger Zeit eine größere Auszahlung beantragt, aber bislang ist noch nichts angekommen. In der App steht, dass mein Konto nicht verifiziert werden muss – ich habe auch schon früher erfolgreich eine Auszahlung erhalten und nur mit echtem Geld (ohne Bonus) gespielt.

Könnten Sie mir bitte mitteilen, warum die Auszahlung dieses Mal so lange dauert und ob noch etwas von meiner Seite benötigt wird?

Vielen Dank im Voraus!

Mit freundlichen Grüßen

Nishika M***

Thank you for your reply. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Hello,

I already received a payout via bank transfer in March. The processing time was about a week. It was the same payment method I use now.

Best regards

Mehra

Hallo,

ich habe im März bereits eine Auszahlung per Bank Transfer erhalten. Die Bearbeitungszeit lag damals bei etwa einer Woche. Es war dieselbe Zahlungsmethode wie jetzt.

mit Freundlichen Grüßen

Mehra

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

We were informed via email that the player received their winnings, and the issue has been resolved.

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,

Kristina

Casino.Guru