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I deposited €200, played, and reached €2,700. I withdrew the money and received an email an hour later stating that the withdrawal could not be completed due to a technical problem. The chat representatives didn't offer me a concrete solution.

Ich habe 200 Euro eingezahlt, gespielt und den Betrag von 2700 erreicht. Ich habe das Geld abgehoben und eine Stunde später eine E-Mail erhalten, dass die Auszahlung aufgrund eines technischen Problems nicht abgeschlossen werden konnte. Die Mitarbeiter im Chat haben mir keine konkrete Lösung angeboten.

Dear peiuhelga37,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation:

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

Which payment methods do you see available for withdrawals in your casino profile? Please send me a screenshot of them.

Have you tried choosing a different payment method to process your withdrawal request?

What suggestions have you received from the customer support regarding this issue?

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Yes, I've successfully withdrawn twice. It was usually very quick.

I am fully verified.

There is only one method: Bank Transfer

I can't try to withdraw again because the funds are no longer available for cancellation.

Customer chat always says the problem was a technical issue and has been escalated. Always the same answer.

Ja,ich habe schon 2 Mal erfolgreich ausgezahlt. Ging sehr schnell normalerweise.

Ich bin vollstandig verifiziert.

Gibt es nur eine Methode :Bank Transfer

Ich kann nicht nochmal versuchen auszuzahlen,weil das Geld nicht mehr verfügbar für stornierung sind.

Kundenchat sagt immer dass das Problem war eine technische Problem und ist weitergeleitet. Immer die gleiche Antwort

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

Dear peiuhelga37,

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,

Veronika