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Good day,

On November 2nd, 2025, I submitted a withdrawal request for €500. This was canceled without explanation. I asked if they needed any documents from me, and they said no, that everything was fine with my request. They keep stalling me every day, saying the same thing. Since November 8th, 2025, I've submitted another €500 request. Support is doing exactly the same thing as they did on November 2nd, 2025.

I also have chat excerpts that I can send you.

Guten Tag,

Ich habe am 02.11.2025 eine Auszahlungsanfrage gemacht von 500 Euro. Diese wurde grundlos storniert, ich habe gefragt ob sie Dokumente brauchen von mir, sie haben gesagt nein brauchen sie nicht mit ihrer Anfrage wäre alles in Ordnung. Jeden Tag halten die mich hin und sagen nur das selbe. Seit dem 08.11.2025 habe ich wieder eine Anfrage von den 500 Euro. Der Support macht genau das selbe wie am 02.11.2025.

Chat Auszüge habe ich auch, die kann ich ihnen zukommen lassen.

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.

Dear astroxx,

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

Hello, they had already rejected it before without giving a reason, and everyone in support says the same thing. It feels like a scam.

Guten Tag, die hatten es ja schon davor Grundlos abgelehnt, und im support sagt jeder das selbe. Es fühlt sich so an als wäre es betrug.

Dear astroxx,

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, the balance is still the same and I haven't received a payment yet?

Hallo, der stand ist immernoch gleich und ich habe noch keine Auszahlung erhalten ?

Dear astroxx, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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.

Hello, I haven't made a withdrawal there yet; I'll send you the chat details via email.

Hallo ich habe noch keine Auszahlung vorgenommen dort, ich lasse ihnen den chat bei mail zukommen.

I sent it to them here; they write exactly like this every day.

Habe ich ihnen hier geschickt, genau so schreiben die jeden Tag.

Dear astroxx, thank you very much for your response. Could you please send me a screenshot of your withdrawal page showing all the details of the transaction? Also, do you have any updates — have you heard anything new from the casino since your last message?

Thank you in advance for your reply.

Hello, there's still no news. Here's the screenshot.

Thanks.

Hallo es gibt immer noch keine Neuigkeiten. Hier übergebe ich euch den Screenshot.

Danke.

Dear astroxx,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

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

Dear astroxx,

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,

Stefan