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I cashed out 500€ on 20.10.2023 and all week, I was given the runaround that the money had been sent out by the casino! I even have screenshots to prove it! But then today, the 28.10.2023, Support suddenly tells me I allegedly exceeded the bonus amount and incorrectly received 500€ in my account. This is a complete lie! See the screenshots for proof! Unfortunately, for some reason, I am unable to upload the screenshot of this transaction. Please review the different statements provided by Support!

Habe 500€ am 20.10.2023 ausgezahlt, die ganze Woche über wurde ich vertröstet das Geld wäre bei dem casino raus gegangen! Habe auch Screenshots davon! Heute also 28.10.2023 sagt der Support mir aufeinmal ich hätte den Bonus überschritten und zu unrecht 500€ auf mein Konto überwiesen bekommen das ist alles komplett gelogen! Siehe Screenshots! Leider kann ich den Screenshot von der Auszahlung nicht hochladen warum auch immer bitte schauen sie sich die unterschiedlichen Aussagen vom Support!

Dear Burgi81,

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

No, my winnings were suddenly canceled today!! With a reason that is a lie, I would have violated the bonus conditions! But as a matter of principle I never take a bonus!!

Nein meine gewinne wurden heute plötzlich storniert!! Mit einer Begründung die gelogen ist und zwar hätte ich gegen Bonus Bedingungen verstoßen! Ich nehme aber aus Prinzip nie ein Bonus !!

Thank you very much for your reply, Burgi81. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. I am mostly interested in the message in which the casino informed you that your winnings have been canceled and why. Additionally, please post here (or forward me) a screenshot of your bonus history. You should be able to find it in your casino account.

Thank you in advance.

Dear Burgi81,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.