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A total of €21,500 in winnings is in the account. Withdrawal requests (the first one from November 12, 2025) are still completely unprocessed. Live chat and email inquiries are met with only excuses. Presumably to further delay the withdrawals, a KYC process has now been initiated. This, too, has remained unprocessed since November 26.

Insgesamt € 21.500 Gewinnguthaben auf dem Account. Auszahlungsanträge (erster vom 12.11.2025) sind noch immer völlig unbearbeitet. Auf live-chat- und Mailanfrage wird nur mit Ausreden geantwortet. Vermutlich um die Auszahlungen weiter zu verzögern, wurde nun ein KYC Prozess gestartet. Auch dieser ist seit 26.11. unbearbeitet.

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Dear Rudithedog,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please let me know which KYC documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

1) So far, not a single payment has been made; the status is still "in process".

2) All required documents (ID card, proof of address, photo of credit card). All documents were uploaded via the portal on the same day as the request (November 26th).

3) Yes; I don't know if the documents will be accepted, status "under review"

4) No bonus was active

1) Bislang ist noch keine einzige Auszahlung erfolgt, immer noch Status "in Bearbeitung"

2)Alle erforderlichen Dokumente (Ausweis, Adressnachweis, Foto Kreditkarte). Alle Unterlagen wurfe sogleich am selben Tag der Anforderung (26.11.) über das Portal hochgeladen

3) Ja; ob die Dokumente angenommen werden, weiß ich nicht, Status "unter Überprüfung"

4) es war kein Bonus aktiv

Dear Petra,

Thank you in advance for your help. I hope this turns out well and you can get the casino to adhere to its terms and conditions (deadlines) now and for future withdrawals. At the current withdrawal speed, it would probably take two years to withdraw the funds.

Liebe Petra,

vielen Dank schon vorab für Ihre Hilfe. Ich hoffe die Sache geht positiv aus und ihr könnt das Casino dazu bringen, deren Geschäftsbedingungen (Fristen) jetzt und auch bei den zukünftigen Auszahlungen einzuhalten. Bei der momentanen Auszahlungsgeschwindigkeit würde die Abhebung des Guthabens wohl zwei Jahre dauern.

Thank you for your reply and for providing the previous details, Rudithedog.

• Has the "under review" status of your KYC verification changed since your last message, please?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: [email protected] or post your screenshots to the thread.
• Furthermore, could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Thank you again for your cooperation.

1) Yes, after I contacted the casino's complaints department, two issues were resolved. For two other issues, I had to upload new documents on December 8th (proof of address, photo of the front of my bank card). These two issues are now "under review" again – see attached screenshot.

2) I have communicated with the casino several times, but I don't have any transcripts of the live chats. Screenshots of the last two emails are attached.

3) The payment requests are still "being processed", see screenshots.

1) Ja, nachdem ich mich an die Beschwerdestelle das Casinos wandte, wurden zwei Punkte abgearbeitet, zu zwei Punkten musste ich am 08.12. neue Dokumente hochladen (Adressnachweis, Foto Vorderseite Bankcard). Diese zwei Punkte sind jetzt wieder "unter Überprüfung" - siehe Screenshot anbei

2) ich habe mehrfach mit dem Casino kommuniziert, von den Live Chats hab ich keine Protokolle. Von den letzten zwei E-Mails sind die Screenshots angefügt.

3) die Auszahlungsanträge sind noch "in Bearbeitung", siehe Screenshots

Dear Rudithedog,

Thank you for your reply and for providing the previous details.

Following our earlier communication, could you please confirm whether there has been any change in the status of the last two issues, which are currently marked as "under review"?

Once I have your confirmation, I will proceed with further investigation.

Thank you again for your cooperation.

Meanwhile, after several complaints from me to [email protected] Several withdrawal requests have been successfully processed. Unfortunately, due to the long waiting time, I gambled away a significant portion of my balance again, thus falling prey to the casino's tactics. I currently have three more withdrawal requests pending, and I hope these will be processed in due course. Please leave the case open for now, and I will contact you if these withdrawals are delayed again.

Mittlerweile wurden - nach mehreren Beschwerden meinerseits an [email protected] - mehrere Auszahlungsanträge erfolgreich bearbeitet. Leider hab ich, aufgrund der langen Wartezeit, wieder einiges vom Guthaben verspielt und somit der Taktik des Casinos nachgegeben. Gegenwärtig hab ich wieder drei Auszahlungsanträge offen und ich hoffe, dass diese zu gegebener Zeit bearbeitet werden. Wir lassen den Fall bitte noch offen und sollten sich diese Auszahlungen wieder verzögern, dann melde ich mich.

The currently pending withdrawal requests are apparently being delayed again. I request that you intervene with the casino on my behalf to ensure that the remaining winnings are paid out promptly. I suspect that the further withdrawals are being deliberately delayed once more.

Die gegenwärtig offenen Auszahlungsanträge werden nun offenbar wieder "verschleppt". Ich ersuche Sie, für mich beim Casino zu intervenieren, auch damit der restliche Gewinnbetrag zeitgerecht ausgezahlt wird. Ich habe nämlich die Vermutung, dass die weiteren Auszahlungen wieder absichtlich verzögert werden.

Thank you for your reply and for providing the previous details, Rudithedog.

• Since the pending withdrawal requests appear to be delayed again, could you please provide a screenshot or written confirmation from the casino showing the current status and the reason for the delay, so it is clear why the remaining winnings have not yet been paid out?
• Additionally, could you please confirm whether all previously delayed payments have already been paid?

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The payments are currently being processed again. However, I would like to keep the complaint open, as I am not sure there will be further delays.

Derzeit laufen die Auszahlungen wiedee. Ich möchte die Beschwerde aber noch offen halten, da ich mir nicht sicher bin, dass es wieder zu verzögerungen kommt

Dear Rudithedog,

Thank you for the update.

We are very sorry to hear that the issue continues to be prolonged. We understand your concern, and it is completely reasonable to keep the complaint open until the payments are successfully completed.

Could you please let us know whether there has been any change in the withdrawal process or conditions for future withdrawals? This information would help us better understand the situation.

We will continue to monitor the case closely and keep it open until the matter is fully resolved.

Thank you for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you again for your efforts. The payouts now appear to be proceeding as planned; a withdrawal request (always €500) is processed every three to five days, and the amount is then very quickly in my bank account. If this continues, no intervention will be necessary.

Nochmals vielen Dank für Ihre Bemühungen. Die Auszahlungen laufen nun offenbar planmäßig, alle drei bis fünf Tage wird ein Auszahlungsantrag (immer je € 500,--) erledigt, der Betrag ist dann auch sehr schnell auf meinem Bankkonto. Wenn es so weiterläuft, ist keine Intervention nötig.

Dear Rudithedog,

Thank you for the update. I’m glad to see that the case is developing in a positive direction.

We will continue to monitor the situation closely. I kindly ask for your cooperation in confirming whether all withdrawals are processed successfully and without any issues.

Your confirmation will help us ensure that the matter has been fully resolved.

Thank you in advance for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The payouts are still in progress; I can still initiate 20 payouts with my balance. I'm curious to see if they all go through. Therefore, please keep the complaint open.

Die Auszahlungen laufen noch, ich kann mit meinem Guthaben noch 20 Auszahlungen veranlassen, ich bin gespannt, ob diese alle klappen. Daher bitte die Beschwerde noch offen halten.

Dear Rudithedog,

Thank you for update. Could you please confirm whether there have been any changes to your payout, or if all payments are being made according to the scheduled plan?

Currently, all payments are being made as scheduled. However, I still owe several thousand euros, so I would like to wait until everything is settled.

Derzeit erfolgen (noch) alle Auszahlungen planmäßig. Ich habe aber noch mehrere tausend euro ausständig, daher möchte ich warten bis alles erledigt ist.

Dear Rudithedog,

We just want to make sure that you’re genuinely satisfied with the outcome and that your issuewould be resolved.

Could you please confirm whether your last payouts are on track as scheduled, or if there have been any changes?

Thank you in advance for your confirmation.

Best regards,

Petra

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rudithedog,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petra