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Hello, I tried to withdraw money for the first time around September 1st. I received several emails to verify my new account and uploaded all the documents immediately.

I was asked four times to send the SAME document (current bank statement of my new account).

I was informed in the live chat that this document is missing and that I should upload it again. However, it's not possible to upload a document again using the last email address, as this is only possible once.

I cancelled the withdrawal on August 9th and had the money paid out to my old, fully verified bank account. These withdrawals also supposedly cannot be processed.

Although I was otherwise always able to withdraw smaller amounts to this account without any problems.

I have the feeling that the payouts are being deliberately delayed, as the same documents are repeatedly requested. I even had to go to the bank to get official proof of my account AND my home address, and yet my account still hasn't been verified for about two weeks.

It is not possible to provide help via live chat, and the chat is usually ended immediately.

Hallo, ich habe bereits circa am 01.09 versucht das erste Mal Geld auszuzahlen. Ich habe einige E-Mails zur Verifizierung meines neuen Kontos bekommen und jedes Dokumente sofort hochgeladen.

Ich würde an die viermal aufgefordert das SELBE Dokument zu senden (aktuellen Kontoauszug meines neuen Kontos).

Nun habe ich im Live Chat erfahren, dass dieses Dokument fehlt und ich es nochmal hochladen soll. Jedoch ist es nicht möglich über die letzte E-Mail NOCHMAL ein Dokument hochzuladen, da es nur einmalig möglich ist.

Ich habe nun am 09.08 die auszahlen storniert und auf mein altes, vollständig verifiziertes Bankkonto auszahlen lassen. Auch diese Auszahlungen können angeblich nicht bearbeitet werden.

Obwohl ich ansonsten kleinere Beträge immer problemlos auf dieses Konto auszahlen lassen konnte.

Ich habe das Gefühl, dass die Auszahlungen bewusst rausgezögert werden. Da mehrmals immer wieder die selben Dokumente verlangt werden. Sogar zur Bank musste ich gehen um einen offiziellen Beleg über mein Konto UND meine Wohnadresse zu bekommen und trotzdem wird seit circa 2 Wochen mein Konto nicht verifiziert.

Im Live Chat kann nicht geholfen werden und der Chat wird meistens sofort beendet.

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Dear Eskimee,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we have received many complaints about delayed withdrawals from this specific gambling establishment. Despite the many cases submitted, the casino decided to take a no-response policy toward all our attempts to negotiate any issues.

I can only imagine how frustrating it must be to wait for your money without any feedback on when you’ll receive it, and I genuinely hope that your winnings will be sent to you eventually.

• Could you please forward a screenshot of your withdrawal request to tomas@casino.guru?

Thank you in advance for your cooperation and reply.

Best regards,

Tomas