The player from Germany hasn't received her winnings. The casino managed to pay the player and the complaint is now resolved.
Hello, on September 18, 2021 I fully verified a payment as a regular customer and had it paid out without bonus money in the amount of 900 euros, which was still paid out after 2 days, after 4 days the money was unfortunately still not in my account, mind you, I have here
Tens of thousands of euros lost, hundreds of deposits and also from time to time withdrawals all always to the same account withdrawal and deposit, I was told to wait and wait, each time a different appointment was called each time a different employee I then have them The account statement was sent that the money was not received, but it just keeps waiting, yes, what should I wait for, I'm just being put off, that's not normal, please help me.
hallo ich habe am 18.9.2021 eine auszahlung als stammkunde voll verifiziert und ohne bonusgeld in höhe von 900 euro auszahlen lassen , die auch nach 2 tagen als ausbezahlt stand, nach 4 tagen war das geld leider immer noch nicht auf meinen konto , wohlbemerkt ich habe hier
zig tausende an euros verloren , hunderte von einzahlungen und auch ab und an auszahlungen alle immer auf das gleiche konto auszahlung und einzahlung, mir wurde mitgeteilt ich solle warten und warten , jedes mal wurde ein anderer termin genannt jedes mal ein anderer mitarbeiter ich habe denen dann den kontoauszug gesendet das das geld nicht einging aber es kommt einfach nur immer warten warten, ja auf was soll ich denn warten , ich werde nur vertröstet , das ist doch nicht normal bitte helfen sie mir .
Dear G,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you made successful withdrawals before? Which method to withdraw your winnings you have opted for?
What is the status of your withdrawal, please – is it pending or processed?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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.
Best regards,
Kristina
Dear G,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you made successful withdrawals before? Which method to withdraw your winnings you have opted for?
What is the status of your withdrawal, please – is it pending or processed?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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.
Best regards,
Kristina
This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.
Dear Gabriele,
Thank you for your reponse.
Please note that we can only see in our system that the 900 EUR payout is in the success status. If you state that you never received this money, we should investigate this case and need your cooperation on this matter.
So that we can forward this case to the responsible department, we need the account statement from you with all transactions from 20.09. until 30.09.
We are patiently waiting for your timely reply. If you have any further questions, we are available around the clock, our friendly team is waiting for you.
Kind regards,
Game Club Manager, Jennie
2632259
this was from 3.10
Liebe Gabriele,
Danke für Ihre Antwort.
Bitte beachten Sie, dass wir in unserem System nur sehen können, dass sich die 900 EUR Auszahlung im Status Erfolg befindet. Wenn Sie angeben, dass Sie dieses Geld nie erhalten haben, sollten wir diesen Fall untersuchen und benötigen Ihre Kooperation in dieser Angelegenheit.
Damit wir diesen Fall an die zuständige Abteilung weiterleiten können, benötigen wir von Ihnen den Kontoauszug mit allen Transaktionen vom 20.09. bis 30.09.
Wir warten geduldig auf Ihre rechtzeitige Antwort. Bei weiteren Fragen stehen wir Ihnen rund um die Uhr zur Verfügung, unser freundliches Team erwartet Sie.
Mit freundlichen Grüßen,
Managerin des Spieleclubs, Jennie
2632259
diese war von 3.10
Dear Gabriele,
Thank you for your reponse.
We would like to remind you that you have made a withdrawal through the Sepa payment system. The processing time for this payment method is up to 7 working days and you really don't need to worry, this is the payment method processing time only.
We expect the money will be in your account soon, but if you don't receive it before 9/30/2021 please contact us along with the bank statement confirming that no money has been added to your bank account and we will take care of the issue.
Until the payment provider's processing time has expired, you should just wait patiently for the payment to be processed. Our customer service team will appreciate your understanding and patience.
Enjoy your day. If you have any further questions, we are available around the clock, our friendly team is waiting for you.
Kind regards,
Game Club Manager, Jennie
2632259
I still have several emails once it said the money will come on the 23rd then the 27th 29th 30th but not there until today
Liebe Gabriele,
Danke für Ihre Antwort.
Wir möchten Sie daran erinnern, dass Sie eine Auszahlung über das Sepa-Zahlungssystem vorgenommen haben. Die Bearbeitungszeit für diese Zahlungsmethode beträgt bis zu 7 Werktage, und Sie müssen sich wirklich keine Sorgen machen, dies ist nur die Bearbeitungszeit für die Zahlungsmethode.
Wir gehen davon aus, dass das Geld bald auf Ihrem Konto eingehen wird, aber falls Sie es nicht vor dem 30.09.2021 erhalten, kontaktieren Sie uns bitte zusammen mit dem Kontoauszug, der bestätigt, dass Ihrem Bankkonto kein Geld gutgeschrieben wurde, und wir wird sich um das Thema kümmern.
Bis die Bearbeitungszeit des Zahlungsanbieters noch nicht abgelaufen ist, sollten Sie vorerst nur geduldig auf die Verarbeitung der Zahlung warten. Unser Kundenservice-Team wird Ihr Verständnis und Ihre Geduld sehr zu schätzen wissen.
Genieße deinen Tag. Bei weiteren Fragen stehen wir Ihnen rund um die Uhr zur Verfügung, unser freundliches Team erwartet Sie.
Mit freundlichen Grüßen,
Managerin des Spieleclubs, Jennie
2632259
ich habe noch mehrere emails einmal hies es das geld kommt am 23sten dann 27sten 29sten 30 sten aber bis heute nicht da
Thank you for your reply, G. Would you be so kind and confirm that you've provided the required bank statement with transactions?
Thank you for your reply, G. Would you be so kind and confirm that you've provided the required bank statement with transactions?
Unfortunately, the account statement via pdf file cannot be inserted here? but what went wrong with mr bet
they all have data, I'll check again
leider lässt sich hier der kontoauszug über pdf datei nicht einfügen ? was bei mr bet jedoch problem los ging
die haben alle daten ich sehe nochmal nach
Thank you, but what I was trying to ask was whether you sent the bank statement to the casino as per its request.
Thank you, but what I was trying to ask was whether you sent the bank statement to the casino as per its request.
HELLO today the money has been returned to my player account, the money was transferred to my bank that I had 5 months ago and transferred back, as this account no longer exists for months I have been paying in and out of my new bank Account has already been verified 2 times with the new bank, I have now applied for a new payment to the previous account, I believe that they will not pay out again, no email, no excuse, no explanation, just paid money somewhere and now it's back to the account
HALLO heute ist das geld wieder zurückgebucht worden auf mein spielerkonto , das geld wurde an meine bank die ich vor 5 monaten noch hatte überwiesen und zurück überwiesen,da es dieses konto nicht mehr gibt seit monaten zahle ich über meine neue bank ein und aus auch das konto ist mit der neuen bank schon 2 mal verifziert worden , ich habe jetzt nochmal eine neue auszahlung auf das bisherige konto beantragt ich glaube das die wieder nicht auszahlen , keine email keine entschuldigung keine erklärung , einfach geld irgendwo hin bezahlt und nun stehts wieder auf dem konto
This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.
Thank you very much G for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Thank you very much G for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Today after 25 days my money has arrived on the account. I would change the complaint now, but it was never a drama for them ...... Thank you very much for your support
heute nach nun 25 tagen ist mein geld auf dem konto angekommen die beschwerde würde ich jetzt abändern aber es war ein drama nie mehr bei denen ......vielen dank für ihre unterstützung
Hello G!
I am glad to see that your issue was already resolved. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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.
Hello G!
I am glad to see that your issue was already resolved. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for 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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