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I have requested 3 withdrawals of €500 each and these have been in processing for 2 weeks now. I contacted the live chat and was told that my withdrawals were delayed. I received no response to my email to support and when I try to log into my account I get the information that this service is not available in my country (Austria).

Ich habe 3 Auszahlungen beantragt zu je 500€ diese sind nun 2 Wochen in bearbeitung, ich habe mit dem live chat kontakt aufgenommen hier wurde mir mitgeteilt das sich meine Auszahlungen verzögern. Auf meine Email an den Support bekam ich keine rückmeldung und wenn ich versuche mich in meinem Konto anzumelden bekomme ich die Info das dieser service in meinem Land (österreich) nicht verfügbar ist.

Dear stefanxn,

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

Hello Kristina,

Yes, I have already received several successful withdrawals.

I passed the KYC verification.

This win was made without a bonus.

Hallo Kristina,

Ja ich habe bereits mehrere erfolgreiche Abhebungen erhalten.

Die KYC-Verifizierung habe ich bestanden.

Dieser Gewinn ist ohne Bonus entstanden.

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

In the meantime, a withdrawal was made even though I no longer have access to my account. It took about 3 weeks. Before that, withdrawals were processed in 3-5 days. Payments were made by bank transfer and the method was always the same.

In der zwischenzeit wurde eine Auszahlung getätigt obwohl ich nicht mal mehr die möglichkeit habe auf mein Konto zuzugreifen. Es dauerte ca. 3 Wochen davor wurden Auszahlungen in 3-5 Tagen bearbeitet, augezahlt wurde mit Bank überweisung die Methode war immer die selbe.

Do I understand correctly that you have received all the remaining winnings from your casino account before it was closed?

No, I received a payout of €500 and another 2 payouts of €500 are still being processed and I no longer have the option to access my account from Austria. I logged in with my girlfriend's cell phone because she is from Germany and was able to log into my account and see that the other 2 payouts are still being processed.

Nein eine Auszahlung von 500€ habe ich erhalten und weitere 2 Auszahlungen zu 500€ sind noch in bearbeitung und ich habe aus Österreich keine möglichkeit mehr auf mein Konto zuzugreifen, Ich habe mich mit dem Handy meiner Freundin eigeloggt da diese aus Deutschland kommt und konnte mich somit in mein Konto anmelden und sehen das die anderen 2 Auszahlungen noch in arbeit sind

Alright, I understand. When did you request these withdrawals, please? Have you tried contacting the casino regarding this issue? 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.

I received the two missing payouts today. 👍🏻 This resolves the matter. Thank you very much.

Habe heute die 2 fehlenden Auszahlungen erhalten 👍🏻 Somit hatt sich diese Angelegenheit geklärt. vielen dank

Dear stefanxn,

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