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Since 11/19/2024, I have requested three withdrawals of 500 euros each, and they have not been paid out to date. I have contacted support multiple times and have always been given excuses. Verification of the account was not required. The site's terms and conditions state that payouts take 3-5 business days. It has now been 14 days, and nothing has happened except promises. This is not acceptable. Reasons for the delay have not been provided.

Seit 19.11.2024 wurden 3 Auszahlungen je 500,- Euro beanragt und bis heute nicht ausgezahlt. Habe mehrfach den Support kontaktiert und wurde immer vertröstet. Eine Verifizierung des Kontos war nicht erforderlich. In den AGB´ der Seite werde 3-5 Werktage angegeben zur Auszahlung. Nunmehr sines 14 Tage und nichts passiert ausser Versprechungen. Das ict nicht akzetabel. Gründe für dei Verzögerung werden nicht gennant.

Dear bg1440,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you made any successful withdrawals before? 

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

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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.

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, unfortunately I haven't been able to make a successful withdrawal yet, as I only registered there on November 18th. I used the starting bonus and got a message that everything is now real money. Verification is not required, at least that's what it said in my account profile. Unfortunately I didn't take any screenshots of the chat history. Since the 5th day after requesting the first withdrawal, I've asked in the chat every day. I always got the same standard response, that I should be patient and that support would send an urgent message to the finance department. I was also assured that no verification was required. I've already sent them screenshots of the withdrawal requests. The processing numbers are visible there.

Hallo, leider erfolgte bisher keine erfolgreiche Abhebung, da ich mich am 18.11. erst dort registriert habe. Den Startbonus habe ich umgesetzt und bekam auch eine Meldung, dass nunmehr alles echtgeld ist. Eine verifizierung ist nicht erforderlich, so stand es zumindest im Profil meines Accounts. Screenshots des Chatverlaufs habe ich leider nicht gemacht. Seit dem 5. Tag nach der Beantragung der 1. Auszahlung, habe ich täglich im Chat angefragt. Bekam immer die selbe Standard Aussage, dass ich mich gedulden soll und der Support eine Dringlichkeitsmeldung an die Finanzabteilung sendet, Mir wurde auch versichert dass keine Verifizierung erfordelich ist. Screenshots der beantragungen Der Auszahlungen habe ich ihne ja schon gesendet. dort sind die Bearbeitungsnummern ersichtlich.

I have now written again and this was the answer:

Thank you for your patience. We fully understand your frustration and sincerely apologize for the ongoing delay in your withdrawals. And we deeply regret any inconvenience this has caused you. Please be assured that our dedicated team is actively working to resolve the issue and expedite the process. We will treat your case with the highest priority and ensure that you are informed immediately once your funds have been transferred. Your patience and understanding in this matter is truly appreciated.

Habe jetzt nochmals geschrieben, dies kam als Antwort:

Vielen Dank für Ihre Geduld. Wir verstehen Ihre Frustration vollkommen und entschuldigen uns aufrichtig für die anhaltende Verzögerung Ihrer Auszahlungen. Und wir bedauern zutiefst die Unannehmlichkeiten, die Ihnen dadurch entstanden sind. Bitte seien Sie versichert, dass unser zuständiges Team aktiv daran arbeitet, das Problem zu lösen und den Prozess zu beschleunigen. Wir behandeln Ihren Fall mit höchster Priorität und stellen sicher, dass Sie sofort informiert werden, sobald Ihre Gelder überwiesen wurden. Ihre Geduld und Ihr Verständnis in dieser Angelegenheit werden wirklich geschätzt.

Hello, after 19! days the payment has now been made. No further action is required on your part. Thank you for your support

Hallo, nach 19! Tagen ist nun die Auszahlung erfolgt. Es bedaf keiner weiteren Aktionen Ihrerseits. Danke für Ihre Unterstützung

Dear bg1440,

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