The player from Lower Saxony has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked the complaint as resolved.
Queenspins Casino - Player’s winnings haven’t been received yet.
Amount: €1,000
Queenspins Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I have requested a payout. All I had to do was prove the deposit I made. I offered to send the casino the full February statement so they can see all the necessary payments. This is of course supported.
My bank charges 11 euros for each deposit. If I submit all receipts, I pay 33 euros. I don't see that. I ask for your help and thank you for your commitment.
Mfg Klaus El K***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear Klaus91,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Hello Casino Guru Team,
the problem is that the casino won't accept my bank statement for the whole of February. I need to provide proof of receipt of payment from my account. The bank statement would be more than enough. But they don't want to accept that.
I won't get paid if they don't accept this.
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1 year ago
Translation
I already wrote you that in my first message.
It's not about the wait. It is about the deposit confirmation. Please read my first message.
Thank you for your trouble
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1 year ago
Thank you very much for your reply, Klaus91. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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