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The casino is not processing my requested withdrawal. I want to cash out 4,000 Euros. Unfortunately, withdrawals are limited to 500 Euros. I have requested three withdrawals of 500 Euros each. I applied for the first withdrawal on 12.11.2024 and the other two on the following days. So far, none of the withdrawals have been processed, even though support has assured me several times that the money will be credited to my bank account shortly.

I have now been waiting for 7 days for the first 500 Euros. This is simply unacceptable.

Das Casino zahlt mein angefordertes Geld nicht aus. Ich möchte 4000,- Euro auszahlen. Leider sind nur Auszahlungen bis 500,- Euro möglich. Ich habe 3 Auszahlungen a 500,- Euro angewiesen. Die erste Auszahlung habe ich am 12.11.2024 beantragt. Die beiden anderen an den darauf folgenden Tagen. Bis jetzt ist keine Auszahlung erfolgt, obwohl der Support mir schon mehrfach versichert hat, dass mir das Geld in Kürze auf meinem Bankkonto gutgeschrieben wird.

Ich warte jetzt schon 7 Tage auf die Zahlung der ersten 500,- Euro. Das ist einfach nicht mehr akzeptabel.

Dear InaEis,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hello !

Thank you for your feedback.

I will continue to wait for my payout. The casino does not currently require any verification documents, so this cannot be the reason why the payout is delayed.

If nothing has happened regarding the payment after 14 days, I will contact you again.

Hallo !

Vielen Dank für die Rückmeldung.

Ich werde weiterhin auf meine Auszahlung warten. Dokumente zur Verifizierung werde vom Casino zur Zeit nicht benötigt. Daran kann es also nicht liegen, dass sich die Auszahlung verzögert.

Sollte nach 14 Tagen hinsichtlich der Auszahlung immer noch nichts geschehen sein, werde ich mich nochmals melden.

Dear InaEis,

Have you received your payout yet?

Please let me know how we may assist.

Dear InaEis,

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.

The money has now been paid out.

Das Geld wurde mittlerweile ausgezahlt.

Dear InaEis,

I am glad to hear your withdrawals are being processed. 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, 

Tomas

Casino.Guru