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The first payment was made on April 23rd.

According to the chat, the finance department needs more information.

The finance department does not request any documents.

no response to email inquiries about what is needed.

I renewed account verification, canceled withdrawal, and changed method.

New payout requested on May 4th.

Same thing, chat doesn't know anything and refers to the finance department, which should be contacted by May. This was done, and again, no response...

Auszahlung wurde das erste Mal bereits am 23.4 veranlasst.

Laut Chat benötigt die Finanzabteilung weitere Informationen.

Von der Finanzabteilung kommt keine Anforderung von Unterlagen.

keine Reaktion auf Nachfrage per email was benötigt wird.

Ich habe die Verifizierung des Kontos erneuert - Auszahlung storniert und Methode gewechselt.

neue Auszahlung am 4.5 beantragt.

gleiches Spiel, Chat weiß nichts verweist auf Finanzabteilung die per mai kontaktiert werden soll. Wurde gemacht erneut keinerlei Antwort…

Dear Bituba24,

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


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.

Dear Bituba24,

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.

No. Still no response, no payment, nothing. Do you also need the emails I sent to the finance department or the chat transcripts?

Nein. Nach wie vor keine Antwort, keine Zahlung, nichts. Benötigen Sie auch die emails die ich an die Finanzabteilung gesendet habe bzw. Die Chat Verläufe ?

Dear Bituba24, please allow me to ask you a few questions, so I can understand the whole situation completely.

Do you currently have any pending withdrawals in your account?

Have you made any successful withdrawals before?

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

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? 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.

Hello, I sent all the information by email.

best regards

Hallo, ich habe alle Infos per email geschickt.

besten Gruß

Dear Bituba24, could you please let me know if you have received any response from the finance team?

Also, have you tried sending any follow-up emails to remind them about your case?

Did you make any deposits using the withdrawal method you selected for your payout request?

Hello,

The "correct" chat agent was able to resolve the issue. The email arrived, or rather, it was sent on May 16th, but was not delivered due to spam. This email was apparently unknown to the other chat agents for whatever reason.

Money was paid out one day later.

Hallo,

der „richtige" Chat Mitarbeiter konnte das Problem lösen. Email ist angekommen bzw. War schon am 16.5 verschickt, wurde aber nicht zugestellt wegen Spam. Diese email war den anderen Chat Mitarbeitern warum auch immer offensichtlich unbekannt.

Geld wurde einen Tag später ausgezahlt.

Dear Bituba24,

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