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Dear Team,

I deposited 1500 euros more than 14 days ago and won 20000 euros.

There is eternal hesitation with the payment, with luck 500 euros a week, although all papers for verification have already been submitted and this has also been completed.

A 500 euro payment was rejected although it should be paid out to my credit card, which I also paid with. The other payments are pending and each time you are put off with please be patient. I've never experienced anything so bad.

Can you help me with that?

Kind regards

Liebes Team,

Ich habe 1500 euro eingezahlt vor über 14 tageb und 20000 euro gewonnen.

Es wird ewig gezögert mit der auszahlung, mit Glück 500 euro die woche obwohl alle papiere zur verifizierung bereits vorgelegen haben und diese auch durch ist.

Eine 500 euro zahlung wurde abgelehnt obwohl sie auf meine kreditkarte ausgezahlt werden sollte womit ich auch eingezahlt habe. Die weiteren auszahlungen stehen auf unerledigt und jedesmal wird man vertröstet mit bitte haben sie geduld. So etwas schlechtes habe ich noch nie erlebt.

Können Sie mir dabei helfen?

Mfg

Dear zmp_20111, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested your withdrawals? How many pending withdrawals do you currently have? Have you made any successful withdrawals before?

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 know that, i'm totally with you - but sometimes there is a payout, then again not, then it's canceled etc.. and i've been asking for days how i can increase the vip level because i meanwhile have a relatively high profit achieved in the 6-digit range - somehow there are only standard answers. I am absolutely satisfied with playing there, I myself generally only play live casino and roulette..

Kind regards and many thanks in advance

das weiß ich, da bin ich auch total bei Ihnen - allerdings kommt mal eine auszahlung, dann wieder nicht, dann wird storniert usw.. und dazu frage ich seit tagen wie ich den vip level denn erhöhen kann da ich mittlerweile einen doch relativ hohen gewinn erzielt habe im 6 stelligen bereich - irgendwie kommen da nur so Standard antworten. Vom spielen dort bin ich absolut zufrieden ich selbsr spiele generell nur live casino uns roulette..

Herzliche Grüße und vielen lieben dank vorab

Thank you for your reply, zmp_20111. I see that there are a few completed withdrawals. Do I understand correctly that you have already received these payments?

Could you please advise how much money you currently have in your casino account and how much you managed to withdraw?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you for your reply,

Something is currently moving, ie 4000 euros were paid out. Yesterday I received an email from the vip department that it is now a little faster regarding the payments if I send an email there directly.

It's a pity that if you've won a larger sum, you can't withdraw it, but only 500 euros every 24 hours, but unfortunately that's what the general terms and conditions say. My balance is 400k. Withdrawal, however, only in steps of 500 euros.

Thanks for your efforts in advance

Vielen Dank für Ihre Antwort,

Aktuell bewegt sich etwas dh es wurden 4000 euro ausbezahlt. Gestern habe ich eine email von der vip abteilung erhalten das es nun etwas schneller geht bzgl der auszahlungen sofern ich dort direkt eine email hin sende.

Schade ist, das wenn man eine grössere summe gewonnen hat diese nicht abheben kann sondern immer nur 500 euro alle 24std aber so stehts leider in den agbs. Mein guthaben beträgt 400k . Abheben jedoch nur in 500 Euro schritten.

Danke für ihre bemühungen vorab

I understand your frustration, but daily, weekly, or monthly withdrawal limits are very common. Unfortunately, we are not in a position to force casinos to pay higher values or process withdrawals more often than stated in the General T&Cs.

Since it seems the casino keeps paying out but it can take a while. I am afraid we cannot keep complaints open forever so we usually close cases like this and recommend that players contact us if the casino stops processing new withdrawal requests. Please, let me know how you wish to proceed with this case. Thank you.

close case, thanks

Fall schließen, danke

Dear zmp_20111,

Thank you for your quick reply and understanding. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru