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Hello! I'm currently unable to access my payout because my phone number can't be verified. I was told that I can't confirm the number I used during registration. However, entering a new number doesn't work either. So far, I haven't received a clear answer about what I should do.

Hallo! Ich komme gerade nicht an meine Auszahlung, weil meine Telefonnummer nicht verifiziert werden kann. Mir wurde gesagt, dass ich die Nummer, die ich bei der Registrierung benutzt habe, nicht bestätigen kann. Wenn ich aber eine neue Nummer eingebe, klappt das auch nicht. Bisher habe ich keine klare Antwort bekommen, was ich jetzt tun soll.

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Dear ganoval95,

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

I was forced to request a change of my telephone number under the GDPR.

I am currently waiting for my number to be updated in the system so that I can then verify it.

Ich war gezwungen, im Rahmen der DSGVO eine Änderung meiner Telefonnummer zu beantragen.

Derzeit warte ich noch darauf, dass meine Nummer im System aktualisiert wird, damit ich sie anschließend verifizieren kann.

Dear ganoval95,

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.

The number has been changed and I've confirmed it. Now I'm waiting for my withdrawal to be processed. I contacted support, and they told me the processing time hasn't expired yet and I should wait. I'm still waiting and will keep you updated.

Die Nummer wurde geändert und ich habe sie bestätigt. Jetzt warte ich auf die Bearbeitung meiner Auszahlung. Ich habe mich an den Support gewandt, dort sagte man mir, dass die Bearbeitungszeit noch nicht abgelaufen sei und ich warten solle. Ich warte noch und werde Sie auf dem Laufenden halten.

Dear ganoval95,

Thank you for the update.

To better understand the current status of your case, could you please provide the following screenshots:

1. Your withdrawal history showing the €350 request and its current status (pending, processing, etc.).
2. Your account profile page confirming that your phone number has been successfully updated and verified.
3. Any recent communication with the casino support regarding the withdrawal (chat transcripts or emails).

These screenshots will help us verify the timeline and determine whether further intervention is needed.

Thank you in advance for your cooperation.

Karla

Hello! I received my money and see no further reason for this complaint. Thank you for your help. My account is now fully verified, and I will continue playing.

Hallo! Ich habe mein Geld erhalten und sehe keinen weiteren Grund für diese Beschwerde. Vielen Dank für Ihre Hilfe. Mein Konto ist jetzt vollständig verifiziert, ich werde weiter spielen.

Dear ganoval95,

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,

Karla Mayfly

Casino.Guru