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I requested a withdrawal of 1000 euros on April 10, 2025.

On April 10, I sent an email to the customer manager, asking him to forward it to the responsible department.

I received a response stating that my payout has been forwarded to the finance department for expedited processing.

I have not received any payout yet.

In another email from the VIP account manager, I was also informed that VIP Ststus payouts should be made within 24 hours.

I keep being told via live chat that I should be patient!!

Ich habe am 10.04.2025 eine Auszahlung in Höhe von 1000 Euro veranlasst.

Am 10.04 habe ich eine Email an den Kundenmanger gesendet, mit Bitte um Weiterleitung an die zuständige Abteilung.

Ich habe eine Antwort erhalten, dass meine Auszahlung an die Finanzabteilung mit Bitte um Expressbearbeitung weitergeleitet wurde.

Bisher habe ich noch keine Auszahlung erhalten.

In einer anderen Mail des VIP Kontomanagers wurde mir auch mitgeteilt, dass bei VIP Ststus eine Auszahlung innerhalb von 24 Stunden erfolgen soll.

Per Live Chat wird mir immer wieder mitgeteilt, dass ich Geduld haben soll!!

Dear Beppo1807,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you.

Then I'll have to be patient a little longer.....

Vielen Dank.

Dann werde ich mich noch etwas gedulden müssen.....

I received my money yesterday.

Ich habe gestern mein Geld erhalten.

Dear Beppo1807,

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,

Nick Bacon

Casino.Guru