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Good day!

I am reaching out as my money is not being paid out. The payment was initially cancelled without a reason, alleging an issue with the provider. This is odd as the previous three withdrawals worked seamlessly within three days. Now, I have been told that it is delayed due to issues. No matter how often I have contacted the support, I am always put off in one way or another. While the 14-day waiting period has not yet been reached, it is apparent that the casino no longer wishes to make a payout, so I am now requesting mediation.

Guten Tag!

Ich melde mich da mein Geld nicht ausgezahlt wird. Zuerst wurde die Auszahlung grundlos storniert weil es angeblich ein Problem mit dem Anbieter gab. Komisch weil 3 Auszahlungen davor problemlos innerhalb von 3 Tagen funktioniert haben. Jetzt wird mir erzählt das es aufgrund von Verzögerungen länger dauert. Egal wie oft ich mit dem Support geschrieben habe - ich werde jedes mal auf eine andere Art und Weise vertröstet. Ich weiß das die 14 tägige Frist die man abwarten sollte noch nicht erreicht ist - da es aber offensichtlich ist, dass das Casino nicht mehr auszahlen will bitte ich nun um Vermittlung.

Dear Paul03,

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'll get in touch as soon as there's news

Ich melde mich sobald es Neuigkeiten gibt

My withdrawal has now been canceled for the second time after another week for no reason. I'm still being held back with technical problems. They just don't want to pay out the money!

Meine Auszahlung wurde jetzt nach einer weiteren Woche zum zweiten Mal grundlos storniert. Ich werde mit technischen Problemen weiter hingehalten. Sie wollen das Geld einfach nicht auszahlen!

Thank you for your reply, Paul03. Do I understand correctly that you have made successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Yes, 3 withdrawals before that worked without any problems. The KYC verification was not required and is not necessary after consulting support. I collected the winnings without a bonus.

Ja 3 Abhebungen davor funktionierten ohne Probleme. Die KYC Überprüfung wurde nicht gefordert und ist nach Rücksprache mit dem Support auch nicht notwendig. Die Gewinne hab ich ohne Bonus gesammelt.

Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past? Do you currently have any pending withdrawals? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Paul03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.