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Hello, I made two withdrawals on May 18th and 19th, and these were approved by the casino on May 20th. Normally, it takes a maximum of 24 hours after approval for the withdrawal to arrive in my account, but now I've been waiting for two weeks and nothing has come through. Support kept putting me off via chat and email with final deadlines and is now not responding at all. I don't know what's going on with the withdrawals or what happens next. I hope you can help me and thank you very much in advance.

Regards, Paul Z.

Hallo, ich habe zwei Auszahlungen am 18.05 und am 19.05 getätigt und diese wurden am 20.05. vom Casino aus genehmigt. Normalerweise dauert es nach der Genehmigung maximal 24h bis die Auszahlung aufs Konto eingeht, aber jetzt warte ich schon 2 Wochen auf den Geldeingang und es kommt nichts. Der Support hat mich via Chat und E-Mail ständig weitervertröstet mit endgültigen Deadlines und antwortet mir jetzt gar nicht mehr. Ich weiß nicht was mit der Auszahlung ist und wie es jetzt weitergeht. Ich hoffe sie können mir helfen und bedanke mich ganz herzlich im voraus.

MfG Paul Z.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that you have made successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thanks for the reply.

Yes, I have made many withdrawals without any problems before, including a withdrawal of €170 a few days after the two withdrawals that were not processed.

The KYC verification process has been successfully carried out for a long time in the past.

I mainly played games from the provider Hacksaw Gaming, which is how I achieved my winnings.

It was not achieved with bonus funds.

Regards, Paul Z.

Danke für die Antwort.

Ja ich habe schon sehr viele Auszahlungen davor problemlos getätigt, eine Auszahlung über 170€ auch ein paar tage nach den beiden Auszahlung die nicht verbucht werden.

Die KYC Überprüfung wurde schon lange in Vergangenheit erfolgreich durchgeführt.

Ich habe hauptsächlich Spiele vom Anbieter Hacksaw Gaming gespielt mit denen ich die gewinne erzielt habe.

Es wurde nicht mit Bonusgeldern erzielt.

MfG Paul Z.

Hello Stupsiy,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response and for your patience while I was away from the office.

Did you use the same payment method for your successful €170 withdrawal as the one selected for the two withdrawals that you have not received yet?

Additionally, please forward all communication between you and the casino customer support regarding the delay in processing your payments to veronika.f@casino.guru. You can send screenshots, email conversations, or live chat transcripts.

Thank you for your cooperation.

Dear Stupsiy,

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,
Veronika
Casino.Guru