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Hello, I already won and withdrew my winnings, that worked. My account is new and was quickly verified. The second withdrawal was cancelled without any explanation. It was cancelled twice. The casino didn't respond to my email.

Hallo ich habe bereits gewonnen und auszahlen lassen das hat geklappt mein konto ist neu und war schnell verifiziert die 2 auszahlung wurde storniert ohne angaben von gründen 2 x storniert. Vom casino gab es nach meiner email keine antwort

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate the winnings related to your second withdrawal request?
• Did you accumulate these winnings with or without a bonus?
• Did you select the same payment method for your second withdrawal request as the one you successfully used for your previous withdrawal?
• Have you contacted the casino customer support through live chat as well to ask for the reason why your withdrawal request was cancelled? If so, what explanation did they provide?

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

Best regards

Veronika

Dear Damaca,

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.

The game was played without a bonus, with a total of 3 x 200 euros withdrawn. Deposits were made via Mastercard, and the withdrawals were also made via Mastercard.

Es wurde ohne Bonus gespielt insgesamt 3x 200euro zur auszahlung sowie eingezahlt wurde mit mastercard darauf auch die auszahlung

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Damaca,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika