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Hey there,

I’ve been waiting for over a week now for my withdrawal to go through, and honestly, this is getting ridiculous. I’ve already completed verification ages ago, and I’m using bank transfer – nothing unusual. Yet every single withdrawal attempt keeps failing, and I haven’t received any proper update.

Your support team keeps telling me the same thing "it’s been escalated to the relevant department" but that’s been the case for days with no progress or communication. If this is "standard procedure," then something’s seriously off.

I’m filing this complaint because I want someone to actually look into this properly and give me a straight answer.

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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 a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you tried selecting a different payment method to withdraw your winnings?
• Has the casino specified why your withdrawal requests keep getting declined? If it’s due to a technical issue, have they mentioned when the issue with the payment provider is expected to be resolved?
• Have you received any alternative suggestions for withdrawing your winnings, such as a manual withdrawal approved by the casino's financial department?

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

Have you made any successful withdrawals from this casino before?

Yes, I’ve made withdrawals before without any issues.

Have you tried selecting a different payment method to withdraw your winnings?

No, I didn’t need to. This time I was using the same bank transfer method that has worked for me in the past.

Has the casino specified why your withdrawal requests keep getting declined? If it’s due to a technical issue, have they mentioned when the issue with the payment provider is expected to be resolved?

It turns out it was a technical problem on their side. They didn’t communicate much about it initially, and it took an unusually long time for them to fix it.

Have you received any alternative suggestions for withdrawing your winnings, such as a manual withdrawal approved by the casino's financial department?

No alternative options were offered. However, once I filed a formal complaint, the issue was resolved and I finally received my funds. I’m not sure if it was a coincidence or if my complaint prompted them to act, but either way, the experience was far from smooth.

Dear Hunter.Ruth,

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,

Veronika Fritz

Casino.Guru