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Since 18.6.24 -10.7.24, I have been waiting for the withdrawal of my winnings. After 2-3 days, my winnings are shown as completed in the transaction history. However, until today, no payment has been received in my account. I have sent 2 emails to support, but I have not received any response yet! The live chat is sometimes unavailable, and when it is available, I am given dubious answers and told to wait! They claim that there are currently many requests, which is causing delays, but they assure me that they are working on it with high priority. However, deposits work just fine... Therefore, I am requesting your assistance!

Seit 18.6.24 -10.7.24 warte ich auf die Auszahlungen meiner Gewinne. Nach 2-3 Tagen werden meine Gewinne als abgeschlossen im Transaktionsverlauf angezeigt. Bis heute ist jedoch kein Zahlungseingang auf mein Konto eingegangen. Auf 2x Email Nachfrage über den Support wurde bis heute noch nicht reagiert! Der Livechat ist teilweise nicht erreichbar und wenn dann wird man mit dubiosen aussagen hingehalten! Das gerade sehr viele Anfragen vorliegen und es deshalb zu Verzögerungen kommen kann… ich mir aber keine sorgen machen muss dass mit Hochdruck daran gearbeitet wird….die Einzahlung funktioniert aber … von daher bitte ich euch um Unterstützung!

Dear STARI12,

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? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I have already successfully made withdrawals

my account is verified

the winnings are accumulated without bonus (see attachment email before)

ich konnte schon erfolgreich Abhebungen vornehmen

mein Konto ist verifiziert

die Gewinne sind ohne Bonus angesammelt ( siehe Anhang Email davor )

Thank you for your reply, STARI12. How many days did it take to receive your last successful withdrawal? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The payouts always worked before via Visa money transfer (marked in yellow). Then on Monday the payout from July 10th, 2024 for €210 came. I had always used this method before. The payouts via bank transfer (marked in black) from June 18th, 2024 to June 24th, 2024 (€350) are still missing.

To date, there has been no response via email support. I have attached the last communication to the first letter to you.

über Visa Geldtransfer ( gelb markiert)haben die Auszahlungen davor immer funktioniert . Da kam am Montag jetzt auch die Auszahlung vom 10.7.24 von 210€. Diese Methode hatte ich auch davor immer angewandt. Über Banktransfer ( schwarz markiert) fehlen die Auszahlungen seit dem 18.6.24 - 24.6.24 ( 350€ ) immer noch.

über den E-Mail Support wurde bis heute noch nicht geantwortet.die letzte Kommunikation habe ich an dem ersten Schreiben an euch angehängt.

The payouts always worked before via Visa money transfer (marked in yellow). Then on Monday the payout from July 10th, 2024 for €210 came. I had always used this method before. The payouts via bank transfer (marked in black) from June 18th, 2024 to June 24th, 2024 (€350) are still missing.

To date, there has been no response via email support. I have attached the last communication to the first letter to you.

über Visa Geldtransfer ( gelb markiert)haben die Auszahlungen davor immer funktioniert . Da kam am Montag jetzt auch die Auszahlung vom 10.7.24 von 210€. Diese Methode hatte ich auch davor immer angewandt. Über Banktransfer ( schwarz markiert) fehlen die Auszahlungen seit dem 18.6.24 - 24.6.24 ( 350€ ) immer noch.

über den E-Mail Support wurde bis heute noch nicht geantwortet.die letzte Kommunikation habe ich an dem ersten Schreiben an euch angehängt.

Thank you very much, STARI12, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello STARI12,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite SG Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Ok, I don't understand what the problem is with bank transfer for over 4 weeks... And via Visa it works as stated between 3-5 days

Ok , ich verstehe nicht wo das Problem liegt bei Banktrasnsfer seit über 4 Wochen…. Und über Visa klappt es wie angegeben zwischen 3-5 tagen

still not paid out to date

bis heute immer noch nicht ausgezahlt

Dear STARI12,

Thank you for contacting us.

We would like to kindly inform you that the withdrawals in question returned to your casino balance on the dates indicated below:

21.06.2024 - 50 EUR, 50 EUR, 60 EUR

27.06.2024 - 40 EUR, 50 EUR

04.07.2024 - 100 EUR

Yours sincerely,

Customer service

OK, so far nothing has arrived in my account. How long does the return take?

Ok , bis jetzt ist auch noch nichts auf meinem Account eingegangen. Wie lange dauert die Rückgabe?

Dear STARI12, 

We kindly confirm you that you played down the total withdrawal amount that returned to your casino balance. 

Yours sincerely, 

Customer Service

Dear STARI12, could you please confirm that this is true?

Dear STARI12,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.