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Good morning,

I won a large amount last week. I also started withdrawing at the beginning of last week, 1,500 per day. It worked without problems for the first four days. However, since Thursday, my requested withdrawals have been repeatedly rejected and credited back to my gaming account.

According to the chat, it's their fault one time, and my card is blocked the next time, which isn't the case. I've called my bank three times, and there's no block.

I've been promised several times via chat that I should request it again, and it's now being processed. But it keeps getting rebooked.

Guten Morgen,

hatte in der letzten Woche einen größeren Betrag gewonnen. Hatte auch Anfang letzter Woche angefangen auszuzahlen, jeweils 1.500 / Tag. Hat auch die ersten vier Tage problemlos funktioniert. Jedoch seit Donnerstag werden meine angefragten Auszahlungen immer wieder zurückgewiesen und auf das Spielkonto zurück gebucht.

Lt. Chat, liegt es einmal an ihnen und beim nächsten Gespräch an meiner Karte, die gesperrt wäre, was nicht der Fall ist. Habe dreimal mit meiner Bank telefoniert, liegt keine Sperre vor.

Hatte nun auch schon des Öfteren vom Chat versprochen bekommen, ich solle es wieder anfordern, es wird nun bearbeitet. Aber es wird immer wieder zurück gebucht.

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.

Hello, yes it is verified and the first payouts have been made, but as already described, since Thursday there have only been excuses...

Hallo, ja es ist verifiziert und die ersten Auszahlungen wurden auch getätigt, aber wie schon beschrieben, seit Donnerstag nur noch Ausreden…..

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika