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I made a withdrawal on 01.05.25 and two days later

I noticed that the payout went to an account that no longer existed. My mistake.

I then called my former bank to make sure that nothing else had come in, which wasn't the case.

Afterward, I explained the whole thing to the casino, and since then, I've been put off every day – they've already submitted a request and I should be patient, I'll receive an email. That was over a week ago, and that's all I've gotten in response.

Ich habe am 01.05.25 eine Auszahlung getätigt und zwei Tage später

bemerkt, das die Auszahlung an ein Konto ging, was nicht mehr existierte. Mein Fehler.

Darauf hin habe ich meine ex-bank angerufen um sicherzugehen, das da nichts mehr eingegangen ist, was nicht der Fall war.

danach habe ich das ganze dem Casino geschildert, seitdem werde ich jeden Tag vertröstet - man hätte bereits eine Anfrage gestellt und ich müsse mich gedulden, ich würde eine email bekommen. Das ist jetzt über eine Woche her und mehr als das, bekomme ich dort als Antwort nicht.

Dear lalalandxyz,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

All right. Thank you very much. I'll be patient a little longer then 😊

Alles klar. Vielen Dank. Dann gedulde ich mich noch etwas 😊

Dear lalalandxyz, kindly provide your communication with the casino regarding the issue that you withdrew money to a non-existent account. Also kindly provide me with proof that the account truly no longer exists. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I sent them a screenshot of the nonexistent account via email. The chat told me the request had already been forwarded to the payment system, but I've been hearing that for two weeks now. Unfortunately, nothing's happened. I've always been satisfied, but this time the whole thing is beyond strange.

Ich habe ihnen einen Screenshot des nicht mehr existierendem Konto zugeschickt, per email. Der Chat vertröstet mich das die Anfrage an das Zahlungssystem bereits weiter geleitet wurde, aber das höre ich nunmehr seid 2 Wochen. Passieren tut leider nichts. Ich was bisher immer zufrieden, aber dieses Mal ist das ganze mehr als komisch.

I wanted to get back to you and let you know that the money hasn't been credited back to my account! 🙏 All the best

Ich wollte mich zurückmelden und mitteilen, das das Geld keine meinem Konto wieder gutgeschrieben wurde! 🙏 alles gute

Dear lalalandxyz, could you please share the communication you've had with the casino regarding this issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here. Also, have you received any update from them since your last message?

Dear lalalandxyz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.