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About 14 days ago, I requested a withdrawal of €749, but it was declined after several days without any explanation. An additional email I sent inquiring about the reason for the denial also went unanswered. I kindly ask for your assistance.

Ich habe vor ca.14 Tagen eine Auszahlung über 749 € beantragt, die aber nach mehreren Tagen ohne Begründung abgelehnt wurde. Eine weitere Mail von mir nach der Begründung der Ablehnung blieb ebenfalls unbeantwortet. Ich bitte Sie um Hilfe.

Dear micki5454,

Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.

To better assist you, could you please provide the following information:

• Was your account successfully verified already?
• Was this your first withdrawal attempt at this casino?
• Did you accumulate your winnings with or without an active bonus?
• Which payment method did you choose to withdraw your winnings?
• If there's any relevant communication, please forward it to petronela.k@casino.guru. 

It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.

We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.

Best regards,

Petronela

Hello,

Account is verified, winnings without bonus, first withdrawal attempt, no reason for rejection.

Greetings Jürgen S*******

Hallo,

Konto ist verifiziert, Gewinn ohne Bonus, erster Auszahlungsversuch , keine Begründung für Ablehnung.

Gruß Jürgen S*******

Hi micki5454,

Could you please send confirmation of successful account verification to petronela.k@casino.guru, along with any relevant communication that might provide further insight into this issue?

Thank you.

Payment was rejected again due to alleged lack of verification. I therefore emailed the necessary documents again.

Auszahlung wurde wieder wegen angeblicher fehlender Verifizierung abgelehnt. Habe daher die notwendigen Unterlagen nochmals gemailt.

Matter has been resolved. Thank you.

Angelegenheit hat sich erledigt. Danke.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, micki5454, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru