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For the past two weeks we've been kept waiting because the department needs longer to pay out. Each time we're told the same thing: the payment is being processed, even though it says you'll have the money after a maximum of five days...pure rip-off.

Seit 2 Wochen wird man hingehalten das die Abteilung länger braucht für auszahlung ,man wird jedes mal mit den selben verschonnt das die auszahlung in bearbeitung ist,obwohl angegeben ist nach maximal 5 Tagen hat man das Geld...reinste abzocke.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

When I click on the button on the right, no ID is visible

Wenn ich rechts auf die Schaltfläche gehe ist keine ID zu sehen

I wrote to the casino again today to ask how my withdrawal was going, since it's been two weeks now...and they always give me the same thing. It all seems strange to me; withdrawals never take this long. This casino isn't reputable.

Hatte heute nochmal dem casino geschrieben wie es ausschaut mot meiner auszahlung da sie jetzt 2 Wochen eben her ist...und man wird immer mit dem selben verschont. Mir kommt das alles komisch vor ,eine auszahlung dauert nie so lange .Dieses casino ist nicht seriös.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello Dominika, no, unfortunately I still haven't received my money. Every day I'm told the same thing that it's being processed. Sorry, this all seems very strange to me.

Hallo dominika, nein leider haben ich mein Geld immer noch nicht erhalten.werde jeden Tag mit der selben Aussage hingehalten das es in Bearbeitung wäre,sorry für mich ist das alles sehr komisch.

Hello Dominika, I've been waiting for my payout for almost three weeks now, and now my entire amount has been refunded to my player account. What can I do? I urgently need your help.

Hallo dominika,ich warte ja nun seit fast 3 Wochen auf meine auszahlung, nun wurde mir mein kompletter Betrag wieder auf das spieler Konto zurück bezahlt. Was kann ich bitte machen?Ich brauche dringend eure Hilfe.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you requested any new withdrawals after the refunded amount was credited back to your account? If so, kindly send screenshots showing the pending withdrawal requests.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots 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.

I've never made a withdrawal since it was my first time playing. After almost three weeks, the amount was paid back to my account. Now, after three weeks of waiting, I have to complete KYC verification, the third time I've sent my documents because something is apparently wrong. I've had enough... this has been going on for almost four weeks now. I've never had such problems with any other casino.

Ich hatte noch nie eine auszahlung getätigt, da ich das erste mal gespielt hatte,mir wurde nach fast 3 Wochen der Betrag wieder auf das spielerkonto zurück bezahlt, jetzt nach 3 wochen warten muss ich KYC Verifizierung durchführen, das 3 mal das ich meine Unterlagen schicke, weil angeblich was nicht passt.jetzt reicht es mir dann...das geht jetzt 4 wochen bald so..bei keinem anderen casino hab ich so probleme wie hier

For 5 days I've been trying to verify my account, but apparently something is wrong with one thing...now it suddenly says to upload documents even though I've sent them all, but it doesn't say which documents (see picture). So this casino abuking is a pure rip-off, nothing more.

Seit 5 tage versuche ich Konto verifizieren angeblich stimmt bei einer Sache was nie...jetzt steht auf einmal drannnen dokumente hochladen obwohl ich alle geschickt habe,nur steht nicht dabei welche Dokumente siehe Bild.. also dieses casino abuking ist die reinste Abzocke mehr nicht

Dear player, have you managed to complete your account verification yet?

Do you currently have any pending withdrawals? If so, how many and from which dates?

Hello Dominika, verification is complete, I received a payout on 27.6....but I'm still waiting for 2 payouts

Hallo dominika,Verifizierung ist abgeschlossen, eine auszahlung hab ich am 27.6 erhalten....aber warte immer noch auf 2 auszahlungen

Dear player, could you please confirm whether you have received the two remaining payouts? If not, please let us know the exact dates of those withdrawal requests and the amounts involved.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Dominika, I have received my full payout.

Hallo dominika, habe meine ganze auszahlung erhalten.

Received payment, although after a long time but I received it then

Auszahlung erhalten,zwar nach langer Zeit aber hab sie erhalten dann

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru