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Hello dear team, on April 1, I made an ETH withdrawal of €80. The withdrawal was correct and correct. Since then, support has always responded to my inquiries with the same answer: that the money will be paid out soon. This is very tedious and simply no longer up-to-date for a modern casino. I am asking for help here, as it is a small amount of €80. Unfortunately, after more than three weeks, I have no understanding of this. Sincerely,

Hallo liebes Team, am 1.4. habe ich eine ETH Auszahlung von 80 Euro getätigt. Die Auszahlung ist auch korrekt und richtig. Seit diesem Datum reagiert der Support auf meine Anfragen immer mit der gleichen Antwort, das dass Geld in der nächsten Zeit ausgezahlt wird. Dies ist sehr mühsam und einfach für ein modernes Casino nicht mehr zeitgemäß. Ich bitte nun hier um Hilfe , da es sich um einen kleinen Betrag von 80 Euro handelt. Mein Verständnis ist nach über 3 Wochen leider am Ende. Mit freundlichen Grüßen

Dear Tobiiiiiio,

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, no this is my first withdrawal from this casino.

It tells me that KYC isn't necessary. The winnings were a bonus, but they were successfully converted into real money. Otherwise, a withdrawal wouldn't be possible. As I said, support told me two weeks ago that the payout was already in the final stages with the finance department and should arrive soon.

Hallo, nein das ist meine erste Auszahlung in diesem Casino.

Es wird mir angezeigt, das eine KYC nicht nötig ist. Der Gewinn war ein Bonus der aber erfolgreich in Echtgeld umgesetzt wurde. Sonst wäre eine Auszahlung erst gar nicht möglich. Wie gesagt sagte mir der Support schon vor 2 Wochen, das die Auszahlung schon in der letzten Stufe bei der Finanzabteilung ist und es bald bei mir eintreffen sollte.

Thank you for your reply, Tobiiiiiio. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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.

Dear Tobiiiiiio,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru