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Hello, I withdrew €400, but after a week I received an accusation that I had violated some betting guidelines, which is why my withdrawal was canceled. Please help me, as I placed bets normally and this is being used as a pretext to withhold my money. I have already contacted the casino but haven't received a response.

Hallo und zwar habe ich einen Betrag von 400 euro mir auszahlen lassen, nach einer woche kam der vorwurf ich hätte gegen irgendwelche Wettrichtlinien verstoßen, weswegen meine Auszahlung storniert wurde. Bitte helfen sie mir, da ich ganz normal gewettet habe und das als vorgeschobener Grund genommen wird mir mein geld nicht auszuzahlen.. Ich habe das Casino bereits kontaktiert bekomme aber keine Rückmeldung..

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear nilsboehringer12,

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

Dear nilsboehringer12,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, thank you for your help. Unfortunately not! I've also tried contacting support five times, but haven't received a single response. The payout hasn't been processed either. Instead, the money was simply canceled without explanation or anything. I don't know what to do anymore; no one is responding...

Hallo, danke für ihre Hilfe. Leider nein! Ich habe zudem 5 mal versucht den Support zu kontaktieren, ich habe nicht eine Antwort erhalten. Auch die Auszahlung wurde nicht getätigt. Stattdessen wurde das Geld einfach storniert, ohne Erklärung und nichts. Ich weiß nicht mehr was ich tun soll, es meldet sich auch niemand …

Dear nilsboehringer12, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots 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.

Karla

No, it was my first deposit. KYC was completed successfully. There was no active bonus at that time, neither for the casino nor the sportsbook. And yes, I do send them the emails!

Nein, es war meine erste Einzahlung.KYC wurde alles erfolgreich durchgeführt. Einen aktiven Bonus gab es zu dem Zeitpunkt nicht mehr.. sowohl casino als auch sport. Und ja ich schicke ihnen die Emails!

Dear nilsboehringer12,

Thank you for your response.

I have checked my email inbox, but unfortunately, I couldn't find the documents you mentioned sending.

Could you please let me know which email address you used to send them? Please write the exact email address you sent them from. Alternatively, you can resend the emails to karla.m@casino.guru or attach the screenshots directly to this complaint thread.

Thank you in advance for your cooperation. I look forward to your reply.

Karla

Dear Nils,

We are reaching you in regard to your recently claimed bonus and withdrawal request.

Our trading team detected that your betting activity, while using a bonus is in conflict with the site’s general terms of use. Please see the reference in the rule below:

* Placing bets listed as restricted gameplay in the specific promotion’s rules 

* Placing bets on opposite outcomes or repetitive bets 

* Placing bets on your real + virtual balance more than twice in a row 

* Increasing the balance and then changing the gaming pattern significantly (bet, game, type, bet structure, etc.) in order to complete the wagering requirements for the bonus 

* Making large bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus. 

Also note that, since a bonus manipulation has been established, we were obligated to redeem your winnings and the amount of 50EUR has been returned to your betting account. 

You may refer to our General Promotion Terms and Conditions section at the bottom of our website for more information.

Absender: support@spiderbets.com — das stimmt nicht dass ich gegen irgendwelche regeln verstoßen habe.. ich kann ihnen gerne meinen gesamten wettverlauf schicken

Dear nilsboehringer12,

Thank you for reaching out to Casino.Guru. I understand how frustrating it can be to encounter an issue with sports betting. While we don’t have the expertise or resources to handle these types of complaints directly, I want to make sure you have the right support to move forward.

Here are some specialized websites that may be able to assist you:

• https://www.safebettingsites.com/complaints/
• https://www.bookmakersreview.com/sportsbook-complaint/
• https://www.bookmakers.bet/submit-a-complaint/
• https://www.askgamblers.com/submit-complaint

I hope these resources help you resolve the issue efficiently. Thank you for understanding the limits of our support in this area.

Best regards,

Karla Mayfly