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I deposited 50 € and received another 50 € as a bonus. I played and won a lot, resulting in a withdrawal amount of 1000 €. The withdrawal was refused for various reasons, so I canceled the withdrawal and continued playing until I was down to 600 €. Then I requested another withdrawal.

I sent over 2 bank statements, created by the bank specifically for these deposits. They show my full name, account number, the merchant (1x Trustly and 1x iSM Money), the amount, and the date. I uploaded everything including my ID card.

However, no withdrawal is processed, they just keep saying it is not enough. My bank says that everything is on the statement, and there's nothing more they can provide.

Therefore, I am filing a complaint for the withdrawal.

Ich zahlte 50 € ein und erhielt weitere 50€ als Bonus. Ich spielte solange und gewann viel, so dass dann eine Auszahlungssumme von 1000 € feststand. Die Auszahlung wurde aus verschiedenen Gründen verweigert und ich brach die Auszahlung ab und spielte runter bis 600€. Dann nahm ich erneut eine Auszahlung vor,

Übersandte 2 Kontoauszüge, erstellt von der Bank nur für diese Einzahlungen. Zu ersehen ist der vollständige Name, die Kontonummer, der Händler ( 1x Trustly und 1x iSM Money), der Betrag und das Datum. Habe alles hochgeladen einschl. meines Personalausweises.

Aber es kommt keine Auszahlung sondern nur immer wieder. Dass dies nicht genügt. Meine Bank sagt, es ist alles auf diesen Auszug mehr gibt es nicht.

Ich lege somit Beschwerde ein für die Auszahlung.

Dear hauschildsonja7,

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

Please note that the money has been credited to my account at this moment.

Teile mit, dass in diesem Moment das Geld auf meinem Konto verbucht wurde.

Dear hauschildsonja7, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru