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I keep being told that my withdrawal failed due to technical reasons and that they are working on the problem. My account is fully verified.

Mir wird immer wieder mitgeteilt,meine Auszahlung sei aus technischen Gründen fehlgeschlagen und soe würden an dem Problem arbeiten. Mein Konto ist vollständig verifiziert.

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Dear KathiCore,

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 everyone... so, after a successful verification, I have to verify my account again... when I asked why, I was simply brushed off. Furthermore, my withdrawal request from the casino was rejected again, or rather, it failed. I really need this winnings. Please help me...

Hallo zusammen ...nun ist es so das ich nach einer erfolgreichen Verifizierung mein Konto noch einmal verifizieren muss...auf Nachfrage warum wurde ich nur hingehauen. Außerdem wurde meine Auszahlung seiten des casinos wieder abgelehnt, bzw ist sie fehlgeschlagen. Ich bin auf diesen gewinn angewiesen. Bitte helfen Sie mir...

Dear KathiCore,

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.

No, I haven't received my money. I'm supposed to re-verify my account, which I did, but I can't get through the verification process anymore. It keeps getting rejected because of blurry images or something else. Furthermore, I'm supposed to verify a card I never used to make deposits. My deposits were made using my Visa card from Revolut Bank, but I'm being asked to verify my Mastercard from Sparkasse. Previous withdrawals were also made to my Revolut account via bank transfer. I'm being given the runaround, and each time I get a different explanation.

Nein ich habe mein Geld nicht bekommen, ich soll mein Konto erneut verifizieren,was ich auch tat nur komme ich nicht mehr durch die Verifizierung,wird jedesmal abgelehnt wegen unscharfen Bildern oder sonstigem. Außerdem soll ich eine Karte verifizieren mit der ich nie eingezahlt habe. Meine einzahlungen liefen über meine visa Karte von der revolut Bank,verifizieren soll ich meine Mastercard von der Sparkasse. Bisherige Auszahlungen gingen auch auf mein revolutkonto...per banktransfer...ich halten mich hin und kommen jedesmal mit einer anderen aussage

Dear KathiCore, thank you for your response. 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 confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear KathiCore,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru