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My withdrawal of 100 Euros has not been processed since January 1st. For 15 days now, I have the option to cancel it, but nothing is happening. I've contacted support multiple times via live chat and I always receive responses like: "It's delayed" - "It will take a little longer."

No requirements or suggestions from the live chat. I've been verified for a long time and withdrawals over 100 Euros have always worked until now.

Meine Auszahlung über 100 Euro wir seit dem 01.01 nicht bearbeitet. Ich kann seit 15 Tagen stornieren und nichts passiert. Habe den Support schon mehrmals im Live-Chat kontaktiert und bekomme immer nur: "Es verzögert sich" - "Es dauert noch ein wenig"

Keine Forderungen oder Hinweise seitens des Live-Chat. Ich bin schon lange verifiziert und Auszahlungen auch über 100€ haben bis jetzt immer geklappt.

Dear syncw,

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 made successful withdrawals before?
• Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed?
• Did you accumulate your winnings with or without an active bonus?

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

Hello Kristina,

Thanks for your answer.

• Successful payouts in 2023 & 2024 (80€, 180€, 500€)
• Last successful payout 20.07.2024
• Processing time was always between 2-5 days, no longer
• Winnings were all won WITHOUT active bonus money

Best regards and have a nice day

Greetings syncw

Hallo Kristina,

Danke für Ihre Antwort.

• Erfolgreiche Auszahlungen in 2023 & 2024 (80€, 180€, 500€)
• Letzte erfolgreiche Auszahlung 20.07.2024
• Bearbeitungszeit lag immer zwischen 2-5 Tagen, nicht länger
• Gewinne wurden alle OHNE aktives Bonusgeld gewonnen

Liebe Grüße und einen schönen Tag

Gruß syncw

In the meantime, I was informed via live chat that the payout was being processed and on its way.

But that all happened yesterday.

Strangely enough, the payout is still listed as "pending" in my profile and can be cancelled. I haven't received any money either!

This is all starting to seem a little strange to me...

Mittlerweile wurde mir im Live-Chat mitgeteilt, dass die Auszahlung bearbeitet und unterwegs wäre.

Das ganze war aber schon gestern.

Komischerweiße steht die Auszahlung im Profil aber noch als "pending" und kann storniert werden. Geld habe ich auch keins erhalten!

Langsam kommt mir das alles ein wenig komisch vor...

The money arrived to me after 17 days.

The case here can therefore be closed.

Many thanks to the Casino Guru team.

Das Geld ist nun nach 17 Tagen bei mir eingetroffen.

Der Fall hier kann daher geschlossen werden.

Vielen Dank an das Casino-Guru Team.

Dear syncw,

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