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I once paid out 990 euros that were approved a week ago, the money didn't arrive today, the chat can't help being offended and says it would be approved on the way, the other 999 have been open for 10 days and have not even been processed the chat is unfriendly and does not help. There is no response to email

Ich habe einmal 990 Euro in Auszahlung die vor einer Woche genehmigt wurden das Geld ist bist heute nicht angekommen der Chat kann nicht helfen beleidigt und meint es wäre genehmigt auf den Weg die anderen 999 sind seit 10 Tagen offen und nicht mal bearbeitet worden der Chat unfreundlich und hilft nicht auf email wird nicht reagiert

Dear Nick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Have you made any successful withdrawals before?

Also, the screenshots you attached to this complaint are in quite bad resolution, and unfortunately, I am not able to read anything they say. Would you be so kind as to send me all the relevant communication between you and the kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

Yes, I have already paid there before, I waited 8 days for processing, then it was processed, approved on Monday, that's 5 days now, Mr and still have no money and in the chat you are insulted and threatened that you will be blocked

Ja ich habe dort schon mal ausgezahlt , ich habe 8 Tage auf die Bearbeitung gewartet dann wurde sie bearbeitet genehmigt am Montag das ist jetzt auch 5 Tage Herr und habe immer noch kein Geld und im Chat wird man beleidigt und bedroht das man gespert wird

Thank you for your reply, Nick. Unfortunately, the withdrawal process can take a bit longer since intermediary banks might be involved, and international transactions take place. In this case, I would recommend you wait for a few more days. If there is no development within the given time frame, we will intervene. Thank you for your patience.

Dear Nick,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Yes, I contacted a manager and received my money late after 20 days and a lot of begging

Ja ich habe mich an einem Manager gewannt und mit Verspätung mein Geld nach 20 Tagen und viel betteln erhalten

Awesome news, Nick. As you received the withdrawal, we will now close the complaint as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.