The player from Germany requested a withdrawal, but it hasn't been processed. We rejected the complaint because the player didn't respond to our messages and questions.
Hello I have a problem. Waiting for my payout. About 3 weeks already. I don't understand the problem. Can you help me there. I would be very happy thank you
Dear Schulz,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you tried contacting the casino regarding this issue? Please forward all the 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 very much in advance for your reply.
Best regards,
Kristina