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Casino contacted me more times after winning and wanted to see all the evidence and documents, I sent everything from copies of passports to electricity bills and pictures of credit cards, but in the end I received no money. The amount of € 500 has been approved in my account for a week but I still haven't received a cent.

Casino hat mich nach Gewinn mehr Mals kontaktiert und wollte sämtliche Nachweise und Unterlage sehen , ich hab alles geschickt von Kopie von Reisepass bis Stromrechnung und Bilder von Kreditkarten , am Ende hab ich Zusage bekommen aber kein Geld . In meinem Konto steht seit eine Woche das Betrag von 500€ genehmigt wurde aber bei mir immer noch kein Cent angekommen .

Dear Helmut094,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you managed to pass the verification? Have you made any successful withdrawals before?

When exactly have you requested this withdrawal?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

So the win was approved on August 6th, since then I've been writing emails every day but I don't get any response from customer service.

Also gewinn wurde am 06.08 genehmigt , seit dann schreibe ich täglich emails aber bekomme gar keine Antwort von Kundenservice.

Thank you very much Helmut094 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Helmut094,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite SELECT.bet Casino to the conversation to participate in the resolution of this complaint.

Thank you . I hope this will make a difference. Yesterday they wanted to see bank statements again. Madness, my winnings are approved for withdrawal. I don't understand why they still need something, but I sent everything back.

thanks for your help.

LG

Danke . Ich hoffe das wird was bewegen . Gestern wollten die wieder Kontoauszüge sehen . Wahnsinn , mein gewinn ist zum auszahlen genehmigt . Verstehe nicht warum brauchen die irgendwas noch , ich hab aber alles wieder geschickt .

danke für euere Hilfe .

LG

Hi Helmut094,

That's good news, let me know when you receive your funds.

Yes, of course, I'll get in touch.

Ja klar ich melde mich dann .

Apparently something went wrong with the withdrawal. The entire amount of € 500 has been transferred back to my gaming account and I have to process the withdrawal request again. I did that and got confirmation and an e-mail that the application for a deposit will be checked within 48 hours. Let's see what happens now

Anscheinend ist etwas mit Auszahlung schief gelaufen gesamte Betrag von 500 € wurde auf mein Spiel Konto zurück überweisen und ich muss der Auszahlung Antrag erneut durchführen. Das habe ich gemacht hab Zusage bekommen und E-Mail dass Anzahlungsantrag innerhalb 48Geprüft wird. Mal sehen was passiert jetzt

Hi Helmut094,

Thanks for the update, I hope it will work out this time.

So I got the money € 500. Thank you

Hab das Geld also 500€ bekommen . Danke

Thank you Helmut094 for the update. I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter