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This is about the payout of 500€ since 7.8.2025 and in the 2 following days 2x 500€ each

After repeated inquiries both by email or in live chat, it was said there was a delay, no reason was given, nothing was said except that the money was supposedly safe

especially since the account is still being used again and again even after winning 3500€ and now it is only 2.900€

I continue to play actively but there is no sign of the first 500€ anywhere

Hier geht es um die Auszahlung über 500€ seit dem 7.8.2025 und in den 2 darauffolgenden Tagen jeweils 2x 500€

nach mehrfacher Nachfrage sowohl als email oder im live Chat wurde gesagt es verzögert sich kein Grund nichts wurde genannt außer das das Geld angeblich sicher ist

zu mal der Account auch nach dem Gewinn von 3500€ immer wieder bespielt wird und mitlertweile sind es nur noch 2.900€

ich spiele aktiv weiter aber von den ersten 500€ weit und breit keine Spur

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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 player,

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,

Dominika

Casino.Guru