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My withdrawal is still being processed, according to the casino site operator. There's no information on how long it will take or what the issue is with the withdrawal. I've made several withdrawals in the past that were processed within 15 minutes, and now I've been waiting for this one for two weeks. Perhaps you can help me with this! Sincerely, Christoph

Meine Auszahlung ist immer noch in Bearbeitung, laut Casino-Seiten-Betreiber. Es gibt keine Informationen, wie lange es noch dauert oder was das Problem bei der Auszahlung ist. Ich habe in der Vergangenheit schon mehrere Auszahlungen getätigt, die innerhalb von 15 Minuten bearbeitet wurden, und jetzt warte ich auf diese Auszahlung seit 2 Wochen. Vielleicht können Sie mir dabei helfen! Mit freundlichen Grüßen, Christoph

Dear player,

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, 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

Hello, no, unfortunately I haven't received any new information from the casino site operator yet, and the payout is still pending.

Kind regards

Christopher

Hallo, nein, leider habe ich noch keine neuen Informationen vom Casino-Seiten-Betreiber bekommen und die Auszahlung ist immer noch ausstehend.

Freundliche Grüße

Christoph

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Yes, I have already successfully made withdrawals and passed the KYC verification process. According to the casino site operators, uploading or updating my personal information is not necessary at this time. I have accumulated the winnings without an existing or activated bonus.

Ja, ich habe schon erfolgreich Abhebungen vorgenommen und die KYC-Verifizierung erfolgreich bestanden. Laut den Casino-Seitenbetreibern ist das Hochladen oder Aktualisieren meiner persönlichen Daten zum jetzigen Zeitpunkt nicht notwendig. Die Gewinne habe ich ohne vorhandenen oder aktivierten Bonus angesammelt.

Dear player, could you please let me know if you have received the withdrawal? If not, could you kindly share a screenshot showing the withdrawal status in your casino account?

Unfortunately, nothing has been paid out yet, and the answer is always the same: that my payout is being processed. Very dubious 😑

Leider wurde noch nichts ausgezahlt, und die Antwort ist immer dieselbe: dass meine Auszahlung bearbeitet wird. Sehr unseriös 😑

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello chrineuer53,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear GoodMan Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear chrineuer53 and Casino Guru Team,

Thank you for bringing this matter to our attention. We understand your concern regarding the delays in processing your withdrawals and sincerely apologize for the inconvenience this has caused.

We would like to confirm that your withdrawal request was successfully processed on August 22, 10:38:25 UTC. Your winnings should already have been credited to your bank account.

We truly regret the delays you experienced and deeply value your patience. Please be assured that we prioritize the timely, secure, and accurate processing of all transactions. Thank you for your understanding!

If you have any further questions or require assistance, please feel free to contact us at [email protected].

Best regards,

Goodman Casino Team

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

Dear chrineuer53,

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,

Attila