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I requested a withdrawal, was asked for documents as usual. Did send the documents. Sinne then i do not get any reply via Email anymore, my account was frozen and the withdrawal was cancelled. I can still login and See the Transaktions, but i cant place bets, deposit or withdraw. Any help to help me withdraw would be Very much appreciated

Dear Marvin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your winnings have been cancelled completely? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello,

First of all thanks for the quick reply.

I requested a withdrawal of € 5000, this was canceled after 2 days without giving any reason, and the money was returned to my account. I cannot request a new payout because my account is suspended even though I immediately sent all the required documents.

The payment was requested for the first time on April 28th, and the first documents were also sent there. On May 10th I requested the payment again, it was canceled on May 12th.

All of the winnings were earned without using any bonuses. I would be happy to send you further documents by email.

Hallo,

Erstmal vielen Dank für die schnelle Antwort.

Ich habe eine Auszahlung in Höhe von 5000€ beantragt, diese wurde nach 2 Tagen ohne Angaben von Gründen storniert, und das Geld wieder meinem Konto gutgeschrieben. Eine neue Auszahlung kann ich nicht beantragen, da mein Konto ausgesetzt ist, obwohl ich alle geforderten Dokumente sofort gesendet habe.

Die Auszahlung wurde erstmals am 28.04 beantragt, dort wurden auch die ersten Dokumete gesendet. Am 10.05 habe ich ein weiteres Mal die Auszahlung beantragt, diese wurde am 12.5 storniert.

Die gesamten Gewinne wurden ohne Nutzung von Boni erspielt. Gerne sende ich Ihnen weitere Unterlagen per Email.

Thank you very much, Marvin, for your reply. From the forwarded screenshots I understood that this issue is related to a sports betting, is that correct?

As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru. Please let me know how you would like to proceed.

Good Morning,

I've played both casino and sports betting. But mainly sports betting. I would be very happy if you could still help me. I have emailed you more information

Guten Morgen,

Ich habe sowohl Casino als auch Sportwetten gespielt. Vorwiegend aber Sportwetten. Ich würde mich sehr freuen, wenn Sie mir trotzdem weiterhelfen könnten. Ich habe Ihnen weitere Infos per E Mail gesendet

Thank you very much, Marvin, for your email. Since you have confirmed that the issue is almost exclusively related to sports betting, I’m afraid we won’t be able to help you.

I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.

I contacted the casino requesting more information and will continue our communication via emails.