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The casino repeatedly refused to process the payout. They keep asking for a screenshot of the Myfinity deposit. I have sent it multiple times, but it hasn’t been accepted. Another deposit was made via paysafecard. The document for this was accepted, yet the payout still hasn't been processed.

Das Casino lehnte mehrmals die Auszahlung ab. Sie fordern immer wieder einen Screenshot von der Myfinity Einzahlung. Dieser wurde von mir mehrfach gesendet und nicht akzeptiert. Eine weitere Einzahlung wurde per paysafecard gemacht. Das Dokument dazu wurde anerkannt, jedoch erfolgt dennoch keine Auszahlung.

Dear Eldoggo,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with the casino in processing your payout.

To help us better understand the situation and move forward, could you please clarify the following:

• When did you first request your payout, and how long has it been since then?
• Could you confirm whether you’ve received any specific reason from the casino as to why the screenshot of your Myfinity deposit is not being accepted?
• Have you received any communication from the casino regarding the Paysafecard deposit, or is it only the Myfinity deposit that’s causing an issue?
• Could you forward the most recent communication you’ve had with the casino, including any email responses or screenshots, to petronela.k@casino.guru?

Your cooperation is essential to moving this case forward and getting a clear picture of what’s going on with your payout. The more details we have, the better we can assist you in resolving this issue with the casino.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Dear Eldoggo,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.