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Seven days ago, on 10/25, I requested a withdrawal of 5,000 Euros. This is in line with the daily limit. However, my request has still not been processed and is still listed as pending in my

transaction history. The answers I get from the chat are always the same. I believe this is AI-driven and not staffed by real people. However, the answers are contradictory at times. Two days ago, I was told that it could take up to 5 business days (which was yesterday) and today I was informed it can take up to 7 business days. Overall, I still have 19,000 left to be paid out. The withdrawal was made via bank transfer. By the way, I had already successfully received a payout to my bank account in 2022.

vor 7 Tagen, am 25.10 habe ich eine Auszahlung beantragt in der Höhe von 5‘000 Euro. Dies entspricht der Tageslimitte. Seither wird wurde meine Auszahlung nicht bearbeitet und steht nach wie vor zum Abbruch in meinem

Transaktionsverlauf verfügbar. Im Chat kommen immer dieselben antworten. Ich denke dieser ist KI gesteuert und nicht mit echten Mitarbeiter besetzt. Jedoch teilweise widersprüchlich. Man sagte mir vor 2 Tagen, es könne bis 5 Weektage dauern (was gestern war) und heute hies es bis 7 Werktage. Insgesamt stehen noch 19‘000 aus. Die Auszahlung wurde per Bank gemacht. Übrigens 2022 hatte ich bereits erfolgreich auf mein Bankkonto ausgezahlt.

Dear swiss11,

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

Thanks for the reply.

Unfortunately nothing has changed and I've been waiting for the payout for 9 days now. The account is verified and I had already successfully paid out in 2022. I will contact you again after 14 days. However, it seems mysterious to me why this casino has 8.1 in the ranking.

Danke für die Antwort.

leider hat sich nichts geändert und ich warte nun seit 9 Tagen auf die Auszahlung. Konto ist verifiziert und im 2022 hatte ich bereits erfolgreich ausgezahlt. Ich werde mich nach 14 Tagen nochmals melden. Allerdings scheint mir schleierhaft, weshalb dieses Casino 8.1 im Ranking hat.

Hello

Today is day 14 and I am still waiting for a payout, which was made on October 25th, 2023. Although a payment was approved for me on November 6th, a sum of 14,000 is still outstanding. 1000 was requested for payment by me on October 25th. The remaining amounts according to the terms and conditions (payout limit) are offset (October 31st / November 1st / November 6th)

In the chat I am told it is normal and that active accounts are taken into account before accounts that have set a limit. This is beyond you.

my VIP manager rarely responds to my messages and the usual standard is communicated in the chat (the payout is processed in the order...)

are open for payment

1,000.00 since October 25th

4,000.00 since October 31st

1,000.00 since October 31st

4,000.00 since November 1st

1,000.00 since November 6th

3,000.00 since November 7th

what can I do to speed up the process?

Hallo

heute ist Tag 14 und ich warte nach wie vor auf eine Auszahlung, welche am 25.10.2023 gemacht wurde. Zwar wurde mir ein Zahlung am 06.11 genehmigt allerdings steht immer noch eine Summe von 14’000 aus. 1000 wurde durch mich am 25.10 zur Auszahlung beantragt. Die restlichen Beträge gemäss AGB (Auszahlungslimite) versetzt (31.10 / 01.11 / 06.11)

im Chat wird mir gesagt es sei normal und man berücksichtige aktive Konten vor den Konten, welche eine Limite gesetzt haben. Das ist dich bodenlos.

mein VIP Manager meldet sich nur selten auf meine Nachrichten und im Chat wird der gewöhnliche Standard kommuniziert (die Auszahlung wird in der Reihenfolge bearbeitet…)

offen zur Zahlung sind

1‘000.00 seit 25.10

4‘000.00 seit 31.10

1‘000.00 seit 31.10

4‘000.00 seit 01.11

1‘000.00 seit 06.11

3‘000.00 seit 07.11

was kann ich tun, damit der Prozess beschleunigt wird?

Thank you for your reply, swiss11. Have you accumulated your winnings with or without an active bonus? Could you please post a screenshot of your withdrawal history here?

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.

no, I didn‘t play with a Bonus. Today they said, that one cashout EUR 4‘000 is processed from their side. But still nothing changes in my account. Of course I allerady became some money from them but this is crazy, waiting always for so long….

I have just been informed that the confirmation from October 25th was only confirmed by the casino today and from now on it may take up to 12 more working days until I receive the next payout. However, the status of my payout is still unchanged. I was assured that they were now waiting for confirmation from the bank. I feel like I'm being ripped off here with constant excuses.

Soeben wurde mir mitgeteilt das die Bestätigung vom 25 Oktober erst heute von Seiten Casino bestätigt wurde und es von nun an bis zu 12 weiteren Arbeitstage dauern kann bis ich die nächste Auszahlung erhalten werde. Der Status meiner Auszahlung ist allerdings nach wie vor unverändert. Man versicherte mir das es nun seitens Bank auf eine Bestätigung gewartet wird. Ich habe das Gefühl man verarscht mich hier mit ständigen Ausreden.

Thank you very much, swiss11, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi swiss11, 

I've reviewed your case and am sorry that you came across such an issue with the withdrawal of your funds. I'll try my best to help you by contacting the casino and we'll see what can be done when they reply.

Dear GoodMan Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Can you please specify why it takes you so long to process the player's withdrawal requests? I'd appreciate it if you could set the time frames for processing the payouts so that the player knows when they can expect to receive their winnings.

If you have any supporting evidence relevant to the case, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

An update from me

There are still 2 payouts outstanding. However, the remaining transfers were made. Sometimes after over 20 days! I'm still disappointed that it's been held up for so long. However, I think there are worse casinos. Ultimately I receive my money and that's why they can close the complaint on my part.

I would like to thank the team for their commitment and support.

Ein Update von mir

zwar stehen nach wie vor 2 Auszahlungen aus. Jedoch wurden die restlichen Überweisungen getätigt. Teilweise nach über 20 Tage! Ich bin nach wie vor enttäuscht, dass man so lange hingehalten wird. Jedoch denke ich, gibt es schlimmere Casinos. Letztendlich erhalte ich mein Geld und deshalb können sie die Beschwerde meinerseits schliessen.

ich danke dem Team für ihren Einsatz und Unterstützung.

Dear swiss11,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Natalia

Casino.Guru