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Ladies and Gentlemen

I am contacting you because I have been waiting for my payout of €944.01 since December 7th. My account has undergone a security check in the meantime, which, according to support, was successfully completed (screenshots are available).

I deposited using Ethereum and requested a withdrawal via Ethereum as well. However, this withdrawal attempt was rejected due to a technical error. A subsequent withdrawal attempt on December 9th was also rejected for the same reason.

Support then told me to choose an alternative withdrawal method. I selected Litecoin. However, my withdrawal requests continue to fail. I keep getting put off and constantly receive conflicting information.

I have fully wagered the bonus and have not violated any conditions. Despite this, the casino has repeatedly canceled my withdrawal without providing me with a clear or satisfactory explanation.

I therefore urgently request support, as according to support the payment system is allegedly refusing the payout – however, it is the casino's responsibility to resolve technical problems and enable a payout properly.

I would like to receive my payment as soon as possible and request a binding solution.

Sehr geehrte Damen und Herren,

ich wende mich an Sie, da ich seit dem 07.12. auf meine Auszahlung in Höhe von 944,01 € warte. Mein Konto wurde zwischenzeitlich einer Sicherheitsprüfung unterzogen, welche laut Support erfolgreich abgeschlossen wurde (Screenshots liegen vor).

Ich habe mit Ethereum eingezahlt und die Auszahlung ebenfalls über Ethereum beantragt. Dieser Auszahlungsversuch wurde jedoch aufgrund eines technischen Fehlers abgelehnt. Auch der erneute Auszahlungsversuch am 09.12. wurde mit derselben Begründung abgelehnt.

Der Support teilte mir anschließend mit, ich solle eine alternative Auszahlungsmethode wählen. Daraufhin habe ich Litecoin ausgewählt. Dennoch schlagen meine Auszahlungsanträge weiterhin fehl. Ich werde immer wieder vertröstet und erhalte ständig neue, widersprüchliche Aussagen.

Den Bonus habe ich vollständig umgesetzt und keine Bedingungen verletzt. Trotz dessen wird meine Auszahlung vom Casino mehrfach storniert, ohne dass mir eine klare oder zufriedenstellende Erklärung gegeben wird.

Ich bitte daher dringend um Unterstützung, da laut Support angeblich das Zahlungssystem die Auszahlung ablehnt – jedoch liegt es in der Verantwortung des Casinos, technische Probleme zu beheben und eine Auszahlung ordnungsgemäß zu ermöglichen.

Ich möchte meine Auszahlung schnellstmöglich erhalten und bitte um eine verbindliche Lösung.

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Stay safe.

Dear Bennono,

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bennono,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila