The player from Germany is trying to withdraw accumulated winnings, but the casino keeps rejecting all withdrawal requests. The player confirmed the payment was successfully received.
The player from Germany is trying to withdraw accumulated winnings, but the casino keeps rejecting all withdrawal requests. The player confirmed the payment was successfully received.
The player from Germany is trying to withdraw accumulated winnings, but the casino keeps rejecting all withdrawal requests. The player confirmed the payment was successfully received.
Hello Casino Guru, I would like to make a complaint. I am having trouble withdrawing my winnings at the above casino. I have submitted all the necessary documents for verification and, according to the support, has been successfully verified. After 72 hours (during which my withdrawal should be processed) my withdrawal was canceled again. When asked, I did not get a plausible answer. It is a disaster. I have already requested a withdrawal 3 times (always € 500 because of the withdrawal limit) I no longer know what to do, I have already threatened with a complaint! Many Thanks
Hallo Casino Guru ich möchte eine Beschwerde einreichen. Ich habe Schwierigkeiten beim oben genannten Casino meine Gewinne abzuheben. Ich habe alle nötigen Unterlagen zur Verifizierung eingereicht und wurde laut Support erfolgreich verifiziert. Nach 72 Stunden (in denen meine Auszahlung bearbeitet werden sollte) wurde meine Auszahlung erneut storniert. Auf Nachfrage erhielt ich keine plausible Antwort. Es ist eine Katastrophe. Ich habe bereits 3mal eine Auszahlung beantragt (immer 500€ wegen Auszahlungslimit) Ich weiß nicht mehr was ich tun soll, habe bereits mit einer Beschwerde gedroht! Vielen Dank
Dear Klares488,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you ever made a successful withdrawal before? Do I understand correctly that your money is always returned to your player account after the casino cancels the withdrawal request?
Have you accumulated your winnings with or without an active bonus?
Please forward any relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Dear Klares488,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you ever made a successful withdrawal before? Do I understand correctly that your money is always returned to your player account after the casino cancels the withdrawal request?
Have you accumulated your winnings with or without an active bonus?
Please forward any relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Hello, thanks for your reply. Yes, exactly, the money is always posted back! I haven't received a payout yet. Stuck on the first payout. Today I got the information that my payout is being processed. I would like to wait until the middle of next week to see whether this will be approved (since only working days apply). I have saved all chat conversations and screenshots of my payout. I would then forward this next week. Other players have probably received at least the first payout here.
Hallo, danke für Ihre Antwort. Ja genau, das Geld wird immer wieder zurück gebucht! Ich habe noch keine Auszahlung erhalten. Stecke bei der ersten Auszahlung fest. Heute gab es die Information, dass meine Auszahlung bearbeitet wird. Ich würde gerne noch bis Mitte nächster Woche abwarten ob diese genehmigt wird (da ja nur Werktage gelten) Ich habe alle geführten Chat Gespräche gespeichert und Screenshots von meiner Auszahlung. Diese würde ich dann nächste Woche weiterleiten. Andere Spieler haben hier wohl zumindest die erste Auszahlung erhalten.
Awesome news, Klares488. As the complaint has been successfully resolved, we will now close it 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.
Awesome news, Klares488. As the complaint has been successfully resolved, we will now close it 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.
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