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Good day,

I've been waiting for my payout of 350 Euros for a week now. The support team only ever sends me standard pre-formulated responses and is absolutely no help at all. When I look at other complaints and reviews about this casino, I notice a pattern. I get the feeling that I will never receive my money unless I involve Casino Guru.

Guten Tag,

Ich warte jetzt seit einer Woche auf meine Auszahlung, es beläuft auf sich auf 350 Euro. Der Support schickt mir jedes mal nur standart vorgefertigte Aussagen und ist dabei absolut keine Hilfe. Wenn ich mir andere Beschwerden und Bewertungen von diesem Casino anschaue erkennt man ein Schema. Ich habe das Gefühl das ich meine Geld niemals erhalten werde wenn ich Casino Guru nicht einschalte.

Dear reipertmanuel,

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

Dear reipertmanuel,

Have you received your withdrawal from the casino yet?

No, I canceled it after waiting forever and closed my account in the casino, I've never experienced a casino like this.

Nein habe sie abgebrochen nach ewigem Warten und meinen Account in dem Casino geschlossen, noch nie so ein Casino erlebt.

Thank you for your reply. I assume there is no balance left in your casino account. Please let me know if there is anything else I can help you with or if this complaint may be closed.

Dear reipertmanuel,

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.