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Hello, I have several pending withdrawals, including some from December 14th and 15th, 2025. So far, nothing has happened. Despite repeated inquiries, I keep receiving the same standard message saying everything is fine and should be completed soon. But still nothing. Since I have more money in my account, I would be grateful if the funds could be released soon so I can make further withdrawals.

Hallo ich habe mehrere Auszahlung offen unter anderem vom 14.12 und 15.12.25 bislang tut sich nichts. Auf mehrfaches Nachfragen bekomme ich immer wieder die selbe Standard Nachricht es wäre alles in Ordnung es sollte bald abgeschlossen sein. Aber bislang noch gar nichts. Da ich noch mehr auf dem Konto habe wäre ich froh wenn das Geld langsam ausgezahlt werden würde damit ich neue Auszahlung tätigen kann.

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please specify the amount yet to be paid out from the casino?
• Could you please share a screenshot of the current payout request with the status visible?

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,

Tomas

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.

Hello, I made a withdrawal on December 13th, which was paid out on December 18th. €500 arrived, but nothing has happened since.

Hallo ich habe am 13.12 eine Auszahlung vorgenommen die wurde am 18.12 ausgezahlt 500€ die kamen an seit dem aber nichts mehr.

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

Dear Julia95,

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,

Tomas