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I applied for a down payment of €4000 on October 14, 2025.

Since then, I've contacted customer service three times. The first time, they told me that my request had been manually forwarded and assured me I was verified. They stated that each payout is individually reviewed. In the second chat, they said the case had been escalated and might be processed faster, and the last time, they said the same thing.

Ich habe am 14.10.2025 eine Anzahlung in höhe von 4000€ beantragt.

Seitdem habe ich 3 mal mit dem Kundendienst geschrieben, diese haben mit erstmal geschrieben das, dass Anliegen Manuell weitergeleitet wurde und ich versichert sein soll das ich verifiziert bin. Die Aussage ist das jedes Auszahlung individuell geprüft wird. Beim 2. Chat wurde gesagt das der fall eskaliert wurde und es möglicherweise schneller bearbeitet wird, und beim letzten Mal wurde das gleiche gesagt.

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas, yes, I have made several withdrawals in the past. These always took about a week to process.

I have received confirmation that my KYC has been successfully completed, partly due to the withdrawals that have been made.

To my knowledge, I did not play with a bonus.

Hallo Tomas, ja ich habe in der Vergangenheit schon mehrere Auszahlungen vorgenommen. Diese haben zur Bearbeitung immer c.a. eine Woche gedauert.

Mir wurde bestätigt das mein KYC erfolgreich abgeschlossen ist, unteranderem durch die getätigten Auszahlungen.

Mit Bonus habe ich meines Wissen nicht gespielt.

I don't know if anything else has happened yet, but the money just landed in my account 🙂 Thank you so much!

Ich weiß nicht ob hier schon mehr passiert ist, aber das Geld ist soeben auf meinem Konto gelandet 🙂 Vielen Dank

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

Dear Mutant1234,

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,

Tomas