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Ladies and Gentlemen

I successfully completed the bonus wagering requirements. My bonus balance was fully converted into real money, and my real money balance was €3,200.

I then continued playing and lost €1,700. My account now has €1,500 in real money, which I would like to withdraw.

The withdrawal is not being refused, but has been delayed for some time. Since it involves real money and I have fulfilled all bonus requirements, I request that Casino Guru review the case and assist me with the withdrawal.

It would be helpful if you could ask the casino to provide an answer regarding my withdrawals.

Thank you very much for your help.

Sehr geehrte Damen und Herren

Ich habe den Bonus erfolgreich umgesetzt. Mein Bonusguthaben wurde vollständig in Echtgeld umgewandelt und mein Echtgeldguthaben betrug 3.200 €.

Anschließend habe ich weitergespielt und 1.700 € verloren. Auf meinem Konto befinden sich jetzt noch 1.500 € Echtgeld, die ich auszahlen möchte.

Die Auszahlung wird nicht abgelehnt, sondern seit einiger Zeit verzögert. Da es sich um Echtgeld handelt und ich alle Bonusbedingungen erfüllt habe, bitte ich Casino Guru, den Fall zu prüfen und mir bei der Auszahlung zu helfen.

Es wäre hilfreich wenn sie das Casino dazu auffordern eine Antwort diesbezüglich meiner Auszahlungen abzugeben

Vielen dank für ihre Mithilfe

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please specify how many days ago was your withdrawal requested?
• Was your account, including the payment method, successfully verified?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you.

Thank you in advance.

Best regards,

Attila