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Hi there,

Like the previous user, I also have the problem that the payout displays "System error, please contact support". The previous payout went smoothly. As a result, I first deposited € 609 and then € 900, but my account balance cannot be withdrawn due to the error. Strangely, it is still possible to play and I could also make deposits.

Hallo,

wie der vorherige User habe ich auch das Problem, dass bei der Auszahlung angezeigt wird „Systemfehler, bitte wenden Sie sich an den Support". Die vorherige Auszahlung lief problemlos. In der Folge habe ich zuerst 609 und dann 900 € eingezahlt, aber mein Kontoguthaben lässt sich aufgrund des Fehlers nicht abheben. Komischerweise ist das Spielen weiter möglich und Einzahlungen könnte ich ebenfalls tätigen.

Dear gs87,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Could you please advise if your account has been fully verified? Have you tried contacting the support as suggested to find out why you can’t withdraw your winnings?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello Kristina,

I have been successfully verified, have already made a withdrawal and can continue to play and deposit. I find that very strange.

I contacted the support, but they don't get an answer. A case has been opened and apparently I have been assigned Jonah as an agent. I'm even supposed to give a rating, but I'm not good at that at the moment 🙂 I sent you my emails.

I have received a verification confirmation and the first payment has already been made to my account.

Many thanks for the help.

Hallo Kristina,

ich bin erfolgreich verifiziert, habe bereits eine Auszahlung tätigen können und kann auch weiter spielen und einzahlen. Das finde ich sehr seltsam.

Den Support habe ich kontaktiert, aber man bekommt keine Antwort. Es wurde ein Fall eröffnet und anscheinend wurde mir Jonah als Agent zugeteilt. Ich soll sogar eine Bewertung abgeben, aber das kann ich ja gerade schlecht 🙂 Meine Mails habe ich Dir geschickt.

Ich habe noch eine Verifizierungsbestätigung erhalten und die erste Auszahlung ist übrigens auch schon auf meinem Konto eingegangen.

Vielen Dank für die Hilfe.

Thank you for your reply and emails, gs87. Could you please advise when exactly you noticed that you cannot request a withdrawal? For how long have you been trying to withdraw your winnings? I would just like to have an idea of how long has this issue been going on.

Dear gs87,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.