The player from Germany has requested a withdrawal. Unfortunately, the payment seems to be delayed. Player’s complaint has been resolved successfully.
The player from Germany has requested a withdrawal. Unfortunately, the payment seems to be delayed. Player’s complaint has been resolved successfully.
The player from Germany has requested a withdrawal. Unfortunately, the payment seems to be delayed. Player’s complaint has been resolved successfully.
Hello I have been trying to pay out my winnings of 400 euros since May 1st.
The first time I tried to withdraw, I was rejected and I was asked to send my identity card via e-mail. Which I did right away.
The second time I tried to withdraw, I was rejected again and I had to send bank statements to verify my bank account.
Which I did right away.
All further payment attempts that I can no longer count have been rejected. Without explanation.
I should contact the live chat support.
The first thing I did was write to Maya who asked me to be patient. Since it can take up to 10 days to be verified.
Second, I wrote with Marcy.
She said my bank statements were not received via e-mail. I should then send it to her directly in the live chat.
I did and waited a few days again.
Third, I wrote with Nora.
I described my request to her and got the answer: Can you upload your bank statement again? We received it, but unfortunately my colleague did not forward it properly. I'm sorry.
Which I then did again ...
A few days later, Frank was connected to me in live chat support.
And answer: We have received your document to verify your bank account, thank you very much. This still has to be checked by our verification team. As soon as the verification has been completed, you will be informed by us via email. In the meantime, we ask for your patience. :) After the verification it works with the payout.
weeks have now passed again. It doesn't pay out and I still haven't received an email that something has been confirmed or verified.
I hope Casino guro can help me ..
and Hyperino is never an option for me again. And I really can't recommend anyone!
Hallo ich versuche seit dem 01.05 mein Gewinn von 400 Euro auszuzahlen.
Bei dem ersten Auszahlungs versuch wurde ich abgelehnt und ich sollte mein Personalausweis via e-mail schicken. Was ich auch direkt getan habe.
Beim zweiten Auszahlungs versuch wurde ich wieder abgelehnt und ich musste Kontoauszüge schicken um mein Bankkonto zu verifizieren.
Was ich auch direkt getan habe.
Alle weiteren Auszahlungs versuche die ich mittlerweile garnicht mehr zählen kann wurden abgelehnt. Ohne Begründung.
Ich soll mich doch beim Livechat Support melden.
Als erstes schrieb ich mit der maya die mich um Geduld gebeten hat. Da es bis zu 10 Tage dauern kann bis ich Verifiziert bin.
Als zweites schrieb ich mit Marcy.
Sie meinte meine Kontoauszüge sind nicht angekommen via e-mail. Ich sollte es ihr dann direkt im Livechat Zusenden.
Habe ich getan und wieder einige Tage gewartet.
Als drittes schrieb ich dann mit Nora.
Ich habe ihr mein Anliegen geschildert und bekam die Antwort: Kannst du dein Kontoauszug noch einmal hochladen. Wir haben es erhalten, aber leider hat mein Kollege es nicht richtig weitergeleitet. Tut mir leid.
Was ich dann auch wieder getan habe..
Wieder einige Tage später war dann der Frank mit mir im Livechat Support verbunden.
Und antworte: Wir haben dein Dokument zur Verifizierung deines Bankkontos erhalten, vielen Dank. Dieses muss noch von unserem Verifizierungsteam geprüft werden. Sobald die Verifizierung abgeschlossen ist, wirst du von uns per E-Mail informiert. In der Zwischenzeit bitten wir um etwas Geduld. :) Nach der Verifizierung klappt es dann auch mit der Auszahlung.
mittlerweile sind wieder Wochen vergangen. Es klappt keine Auszahlung und eine email das etwas bestätigt bzw Verifiziert wurde habe ich immernoch nicht bekommen..
ich hoffe Casino guro kann mir da weiterhelfen..
und Hyperino kommt für mich niemals wieder infrage. Und kann ich wirklich niemanden empfehlen!
Dear Giovannie,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested and which payment method you have opted for?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Dear Giovannie,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested and which payment method you have opted for?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.
This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.
Could you please clarify how many days ago you've requested the withdrawal?
Could you please clarify how many days ago you've requested the withdrawal?
Update: yesterday I got the confirmation of the verification of my account.
And today the money was on it.
Thank you dear Casino Guru Team✌️
The complaint can thus be closed as resolved 🙂
Update: gestern bekam ich die Bestätigung der Verifizierung meines kontos.
Und heute war das Geld drauf.
Danke liebes Casino Guru Team✌️
Die Beschwerde kann somit als gelöst geschlossen werden 🙂
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Giovannie, for your cooperation and confirmation, and please 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.
Best regards,
Petronela
Casino.Guru
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Giovannie, for your cooperation and confirmation, and please 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.
Best regards,
Petronela
Casino.Guru
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