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Hello, I've been waiting for 4 days for 3 withdrawals and I really need this money urgently. However, nothing has happened yet even though the casino promises fast payouts. They are three payments of 500 CHF each. I also have 3000 CHF in my account that I want to withdraw as soon as possible. But you can only withdraw 500 per day and make a maximum of 3 requests. Nothing is happening, the withdrawals are still pending. They don't want to verify my account either. Support is not responding to my email to get it verified. I am asking for help...

Guten Tag, Ich warte seit 4 Tagen auf 3 Auszahlungen ich brauche dieses Geld sehr dringend. Jedoch hat sich noch nichts getan obwohl das Casino schnelle Auszahlungen verspricht. Es sind 3 mal 500Chf. Auf dem Konto hab ich auch noch 3000CHF das ich schnellstmöglich auszahlen will. Man kann aber nur 500 pro Tag auszahlen und maximal 3 Anträge. Es tut sich nichts die Auszahlungen sind immernoch : ausstehend. Mein Konto verifizieren wollen sie auch nicht. Der Support antwortet nicht auf meine Mail um es zu verifizieren. Ich bitte um Hilfe…

Dear Olcay51,

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

Hello Kristina

Thank you for your answer. I'll wait a little longer.

LG Olcay

Hallo Kristina

Vielen Dank für die Antwort. Dann warte ich noch bisschen.

LG Olcay

Hello Kristina, yesterday I received my first payment of 3,500 after waiting 4 days. However, I was supposed to receive the second payment today but it was cancelled for no reason. Now I've waited so long and they cancelled it for no reason... I can't understand that because the first payment was paid without any problems. I'm really getting frustrated. Greetings Olcay

Hallo Kristina, gestern habe ich nach 4 Tagen warten meine erste Auszahlung von 3 erhalten. 500.-. Jedoch sollte ich heute die zweite Auszahlung bekommen aber dies wurde ohne Grund storniert. Jetzt hab ich so lange gewartet und sie haben es ohne Grund storniert… Ich kann das nicht verstehen weil die erste Auszahlung ohne Probleme bezahlt wurde.. Ich bin langsam echt frustriert.. Gruss Olcay

Thank you for your reply, Olcay51. Have you already requested a new withdrawal? Could you please let me know which payment method you have chosen to withdraw your winnings? Was it the same one you used for the previous successful withdrawal?

You can close the complaint. Everything is done. Thank you very much.

Sie können die Beschwerde schliessen. alles erledigt. Vielen Dank.

Dear Olcay51,

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