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I was given the same excuse by support twice, told they would look into it, but nothing has happened. I have three €500 withdrawals pending and another €3000 is waiting to be withdrawn. I've read here that these problems are common, but that progress is eventually made thanks to their help.

Ich wurde vom Support zweimal mit derselben Ausrede getröstet und man würde sich nun drum kümmern, aber es passiert nichts. Ich habe 3 x 500€ in der Auszahlung und es warten weitere 3000€ zum abheben. Ich habe hier gelesen, das es oft diese Probleme gibt, aber dank ihrer Hilfe dann vorangeht.

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Dear Oncken,

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

I still haven't received my payment, and there won't be any change tomorrow or next week! Please help me now! With all due respect, I still have six more payments to make. Am I supposed to wait two months before I finally get my money?

Please help me !

Ich hab noch immer keine Auszahlung erhalten und es wird auch morgen und nächste Woche keine Veränderung geben! Helfen Sie mir jetzt bitte ? Bei allem Respekt, ich muss noch sechs weitere Auszahlungen tätigen, soll ich jetzt zwei Monate warten bis ich mal mein Geld erhalten habe?

Bitte helfen Sie mir !

Good afternoon, it's now day 15 and the situation remains unchanged. Support keeps saying the same thing, which makes you think you'll finally get it, but nothing ever happens. I would appreciate your help and support.

schön Guten Tag, nun hab wir den 15. Tag und der Stand ist derselbe. Der Support schreibt immer dasselbe, das man dann denkt, das man es bekommt, aber es passiert nie etwas. Ich bitte um Ihre Hilfe und Unterstützung

The withdrawal from August 21st has been paid out. I don't understand why the others weren't paid out immediately. I'll see if they are also paid out after 14 days.

Es wurde die Abhebung vom 21.08. wurde ausgezahlt. Warum die anderen nicht gleich auch ausgezahlt wurden, verstehe ich nicht. Ich werde sehen, ob diese ebenfalls nach 14 Tagen ausgezahlt werden.

Thank you for the update. I am happy to hear that some of your withdrawals have been processed.

You mentioned that you made three withdrawals of €500. Could you please clarify the exact dates of each withdrawal? Please post a screenshot of your withdrawal history (showing the dates of each withdrawal).

What do you mean by 'others weren't paid out immediately '? Please provide details of the pending withdrawals: date requested and amount.

Thank you in advance for your reply.

Thank you for the update. Please allow me to ask you a few questions so I can understand the situation.

• Have you made any successful withdrawals before you submitted this complaint?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Please share screenshots of your communication with the casino's customer support regarding the withdrawal delays.

I appreciate your help in clarifying these issues.

Yesterday, a few hours after my last reply to you, I received all three withdrawals. I've now been able to request the final withdrawal and am confident it will also be processed within the next two weeks. I'd like to leave this chat open with you until then, if that's alright.

Ich habe gestern, einige Stunden nach meiner letzten Antwort an Sie, alle drei Abhebungen ausgezahlt bekommen. Nun konnte ich die letzte Auszahlung beantragen und bin zuversichtlich das diese dann in den nächsten zwei Wochen ebenfalls ausgezahlt wird. Ich würde bis dahin den Chat hier mit Ihnen offen lassen, wenn das Ok ist.

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

Dear Oncken,

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,

Jean