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Hello,

I requested a withdrawal, but nothing has happened since September 22nd.

I always get the same answer from live support but my money is not paid out.

On September 21, I also withdrew €500 and it was processed after five days. Now I still have €1,500 outstanding.

Hallo,

ich habe geld Abhebung beantragt aber seit 22.09. passiert nichts.

Von Live Support bekomme ich immer die selber antwort aber mein Geld wird nicht ausgezahlt.

21.09. habe ich auch 500€ Abgehoben und wurde auch nach 5 Tagen bearbeitet, jetzt steht noch 1500€ offen.

Dear skiati,

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

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.

If anything seems suspicious, contact us directly.

Stay safe.

14 days have already passed and still nothing has happened.

All verifications have been done, none are open and my data is correct. I had already received money before.

14 Tage sind jetzt schon vorbei und passiert immer noch nichts.

Verfizierungen sind alle gemacht ist keine offen und meine Daten sind auch richtig, davor hatte ich schon Geld ausbezahlt bekommen.

Dear skiati,

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,

Unfortunately, I still haven't received any payouts, even though I applied on September 22nd. A total of three payouts totaling €1,500 have not been processed.

Please find a solution so that it is paid out as quickly as possible.

Thanks

Hallo,

leider wurde immer noch nicht ausgezahlt, noch am 22.09. habe ich beantragt. Insgesamt sind 3 auszahlungen nicht bearbeitet, 1500€.

Bitte eine lösung finden, dass es schnell wie möglich ausgezahlt wird.

Danke

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear skiati,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika