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Hello, I have been waiting for my €5800 payout since January 13, 2025. I have submitted all the documents, my account is verified. I have asked several times in the chat, but I always get the same text and wait, wait, wait. After I made contact in the chat today, I received an email shortly afterwards saying that a technical error had occurred and that I should submit a new payout request. Is this coincidence or intentional? I am really angry because I have to wait so long again. The payouts always came very quickly. But this time it didn't work. Is the payout being artificially delayed? What options do I have?

Many thanks and best regards

Ines R***

Hallo, ich warte jetzt bereits seit dem 13.1.25 auf meine Auszahlung von 5800 €. Alle Unterlagen habe ich eingereicht, mein Konto ist verifiziert. Mehrmals habe ich im Chat nachgefragt aber immer die gleichen Textbausteine und warten, warten, warten. Nachdem ich heute im Chat Kontakt aufgenommen habe, habe ich kurz danach eine E-Mail erhalten, dass ein technischer Fehler aufgetreten ist und ich einen neuen Auszahlungsantrag stellen soll. Ist das Zufall oder Absicht? Ich bin echt sauer, weil ich jetzt wieder so lange warten muss. Die Auszahlungen kamen sonst immer sehr schnell. Nur diesmal klappt es nicht. Wird die Auszahlung künstlich hinausgezögert? Welche Möglichkeiten habe ich?

Vielen Dank und beste Grüße

Ines R***

Dear Ines2101,

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.

• Do I understand correctly that you have made successful withdrawals before?
• Could you please clarify when exactly you made the last successful withdrawal and how many days did it take to be processed?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

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

Yes, I have had successful withdrawals. The last one was on 6/1/25, €1000. I don't remember exactly how long I waited for the withdrawal but it was usually never longer than 3 days. The payment method was bank transfer and I always used the same one.

By the way, I received the information yesterday that 800€ had been transferred. I have not received any money yet

Ja, ich habe schon erfolgreiche Auszahlungen gehabt. Die letzte am 6.1.25, 1000 €. Ich weiß nicht mehr genau, wie lange ich auf die Auszahlung gewartet habe aber es war in der Regel nie länger als 3 Tage. Die Zahlungsmethode war Banktransfer und ich hab immer die gleiche verwendet.

Im übrigen habe ich gestern die Info bekommen, dass 800€ angewiesen wurden. Einen Geldeingang habe ich noch nicht

Hello, I received my full payout today.

Thank you very much for your effort.

Best regards, Ines

Hallo, ich habe heute meine Auszahlung vollständig erhalten.

Vielen Dank für Ihre Mühe.

Viele Grüße, Ines

Dear Ines2101,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru