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Good day,

I would like to complain here because I requested a payout on March 26, 2025, and nothing has happened to date.

The support always just tells you that there are currently difficulties and that it will be delayed.

Guten Tag,

und zwar möchte ich mich hier Beschweren da ich eine Auszahlung am 26.03.2025 beantragt habe, und sich bis dato nichts getan hat.

Der Support vertröstet einen immer nur das es zurzeit Schwierigkeiten gibt und es sich verzögern wird.

Dear Naice,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Naice,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello

The money has still not been transferred and for the past two weeks the payout has said that it is "in process".

My first payout was transferred after 3 working days but the current payout has still not been paid out after 2 weeks.

Hallo

Geld wurde immer noch nicht überwiesen und seit 2wochen steht bei der Auszahlung das die Auszahlung „in Bearbeitung ist".

Meine erste Auszahlung war nach 3Werktagen überwiesen aber die jetzige Auszahlung wurde nach 2wochen immer noch nicht ausgezahlt.

Dear Naice,

Can you please advise whether your account is fully verified and since when exactly?

Additionally, did you accumulate your balance with a bonus or real money?

If possible, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Dear Naice,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru