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Hello, After accepting a 100% bonus offer, I played slots according to the bonus conditions. As an experienced player, I always adhere to the rules set forth.

Following a successful gameplay, I submitted two withdrawal requests. Despite your platform's advertisement of "instant withdrawals," the amounts initially remained unchanged in the system. According to your FAQ, withdrawals can take up to 24 hours, which is understandable. However, in my case, 58 hours have already passed. When I inquired with support, I was informed that there could be delays due to a high volume of withdrawal requests—a situation that indeed can occur.

The next day, I inquired again and was told there are supposedly system issues. To be honest, it's hard for me to believe this explanation because in the following days, whenever I asked, I consistently received similar responses: "Our team is working on it" or "We are trying to be as quick as possible."

What also puzzles me is the fact that I have successfully withdrawn from your platform in the past. After my first withdrawal, I was assured via email that future withdrawals would be processed instantly. That is clearly not the case in my current situation.

I've also noticed that similar delays occur at partner casinos run by the same operator, such as "InstantCasino" and "MegaDice," which reinforces my uneasy feeling about the current situation.

I hope you understand my concerns and can assist me in this matter.

Hallo, Nach der Annahme eines 100%-Bonusangebots habe ich gemäß den Bonusbedingungen Slots gespielt. Als erfahrener Spieler halte ich mich stets an die vorgegebenen Regeln.

Nach erfolgreichem Spielverlauf habe ich zwei Auszahlungsanträge gestellt. Trotz der Bewerbung Ihrer Plattform mit "sofortigen Auszahlungen" blieben die Beträge zunächst unverändert im System. Laut Ihren FAQ können Auszahlungen bis zu 24 Stunden dauern, was nachvollziehbar ist. In meinem Fall sind jedoch bereits 58 Stunden vergangen. Auf meine Nachfrage beim Support wurde mir mitgeteilt, dass es aufgrund eines hohen Volumens an Auszahlungsanfragen zu Verzögerungen kommen kann – eine Situation, die durchaus vorkommt.

Am nächsten Tag erkundigte ich mich erneut und erhielt die Auskunft, dass angeblich Systemprobleme vorliegen. Um ehrlich zu sein, fällt es mir schwer, diese Erklärung zu glauben, da ich in den darauffolgenden Tagen bei weiteren Nachfragen stets ähnliche Antworten erhielt: „Unser Team kümmert sich darum" oder „Wir arbeiten daran, so schnell wie möglich zu sein."

Was mich zusätzlich irritiert, ist die Tatsache, dass ich in der Vergangenheit bereits erfolgreich bei Ihnen ausgezahlt habe. Nach der ersten Auszahlung wurde mir damals per E-Mail bestätigt, dass zukünftige Auszahlungen sofort bearbeitet würden. Davon kann in der aktuellen Situation jedoch keine Rede sein.

Mir ist zudem aufgefallen, dass ähnliche Verzögerungen auch bei Partnercasinos desselben Betreibers, wie beispielsweise „InstantCasino" und „MegaDice", auftreten. Dies verstärkt mein ungutes Gefühl in Bezug auf die derzeitige Situation.

Ich hoffe, dass Sie Verständnis für meine Bedenken haben und mir in dieser Angelegenheit weiterhelfen können

Dear AleKing44,

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,

Kristina

I understand what you mean, but the casino should stick to its own terms, so if it says "payouts are usually instant, but in rare cases can take 24 hours" then they should stick to it, that's what the terms are for

ich verstehe was sie meinen, das casino sollte sich jedoch an die eigenen terms halten, also wenn da steht „auszahlungen sind normalerweise sofort, können aber in seltenen fällen 24stunden dauern" dann sollten sie sich daran halten, dafür sind die Agbs/Terms da

What I forgot to mention, kyc was not requested, and is not MANDATORY

Was ich vergessen habe zu erwähnen, kyc wurde nicht angefragt, und ist nicht ZWINGEND notwendig

Thank you for your reply, AleKing44. I understand your frustration, but I would like to emphasize again we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Oksy, I understand that, but I hope you agree with me that casinos should stick to their own guidelines, otherwise they would be there for nothing...

Oksy, das verstehe ich, aber sie geben mir hoffentlich recht in dem Punkt dass sich casinos an die eigenen Richtlinien halten sollte, sonst wären die ja umsonst da…

Good day again. The money finally arrived, but I will change my rating accordingly. I can confirm that the money arrived and you can mark the complaint as "resolved", have a nice day

Guten tag nochmal. das geld kam endlich an, ich werde aber meine bewertung dementsprechend umändern. Ich kann bestätigen dass das geld ankam und sie können die beschwerde als "gelöst" markieren, schönen tag

Dear AleKing44,

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, 

Kristina 

Casino.Guru