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Dear Sir or Madam, I've unfortunately been waiting for my payout to be processed for almost 10 days. Nothing has happened so far. I'm just being rejected via live chat or email, claiming there are delays, but no other reason.

Five days ago, I was told that my payout was in the starting blocks.

nothing has happened yet.

Sehr geehrte Damen und Herren, ich warte leider bereits seit knapp 10 Tagen auf die Bearbeitung meiner Auszahlung. Nichts ist passiert bist jetzt, im live Chat oder per email werde ich nur abgewiesen, es gäbe Verzögerungen, aber keinerlei andere Gründe..

vor bereits 5 tagen hieß es, meine Auszahlung sei in den startlöchern.

bis jetzt immer noch nichts passiert.

Dear Porzelan776153,

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.

Dear Porzelan776153,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Casino has paid out, close case

Casino hat ausbezahlt, Fall schließen

Dear Porzelan776153,

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,

Dominika

Casino.Guru