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I made a withdrawal of €300 from the casino on February 17th, 2025. To this day I only get excuses from the casino, the finance team would take care of it, the casino has problems with the withdrawal, always the same, please help dear Casino Curu team so that I get my winnings

This payment is

Ich habe am 17.02.2025 eine Auszahlung in dem Casino in Höhe von 300€ vorgenommen bis zum heutigen Tag erhalte ich nur Ausreden vom Casino das Finanzteam würde sich kümmern das Casino hat Probleme mit der Auszahlung immer das gleiche bitte helft liebes Casino Curu Team das ich meinen Gewinn bekomme

um diese Auszahlung handelt es sich

Dear Thent,

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.

this is the contact I have with support

das ist der Kontakt den ich mit dem Support habe

Dear Thent,

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.

The payout is still on pending status

Die Auszahlung ist immer noch auf dem Status Ausstehend

Thank you Thent for all the information provided. I will now forward your complaint to my colleague Jana (jana.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Thent,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Withdrawal was credited back to my player account with the statement technical problems should try withdrawal again

Auszahlung wurde auf mein Spielerkonto zurück gebucht mit der Aussage technische Probleme soll Auszahlung nochmals versuchen

Have resubmitted payment

Habe Auszahlung neu gestellt

The only thing I don't want to do now is wait another 14 days, they can't do that, it's not my fault that the casino has technical problems as it says in the email, I hope that my winnings will be paid out immediately. I made the withdrawal immediately as the casino said. Attached is my withdrawal request.

Das einzige was ich jetzt nicht möchte ist wieder 14 Tage warten das können sie nicht machen ist ja nicht meine Schuld das das Casino Technische Probleme hatso wie es in der Mail steht ich hoffe das mein Gewinn jetzt unverzüglich Ausgezahlt wird habe die Auszahlung gleich wieder vorgenommen so wie vom Casino gesagt anbei mein Auszahlungsantrag

Please help me anyway until my money is in my bank account

Bitte helft mir trotzdem weiter bis mein Geld auf dem Bankkonto ist von mir

still nothing has happened, I still haven't received my winnings, I'm really getting annoyed with these rogue casinos, that can't be right, these casinos should get a maximum of 1 point and not 6.1, they don't pay out and just have excuses

es hat sich immer noch nichts getan ich habe meinen Gewinn immer noch nicht erhalten ich bin langsam echt genervt immer wieder solche schurken Casinos das kann es doch nicht sein solche Casinos sollten Max 1 Punkt bekommen und nicht 6,1 sie zahlen nicht aus und haben nur ausreden

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The next thing happened, now the money has been booked back into my player account without giving any reason. I tried to withdraw again but it didn't work. They completely deleted the bank transfer payment method and I can't withdraw like that. I paid in using a bank transfer, however, the casino is trying everything to avoid having to pay out. I don't understand what this is about and I can't withdraw anymore. Please help me. This is the only method that is available to me for withdrawal. As you can see, I cannot enter anything there. No account number or card number. I am wondering where the money should be transferred to. I have paid in via bank transfer and I would like to withdraw this way.

Die nächste Sache ist passiert jetzt hat man wieder das Geld ohne Angabe von Gründen auf mein Spielerkonto zurück gebucht ich habe versucht neu auszuzahlen geht aber nicht Mann hat die Zahlungsmethode Banktransfer komplett gestrichen ich kann so nicht Auszahlen ich habe aber mit Banktransfer eingezahlt das Casino versucht alles um nicht auszahlen zu müssen ich verstehe nicht was das soll kann nun nicht mehr auszahlen bitte helft mir das ist die einzige Methode die mir zum auszahlen zur Verfügung gestellt wird wie sie sehen kann ich dort nichts eingeben keine Kontonummer keine Kartennummer da Frage ich mich wo das Geld hin überweisen werden soll ich habe mit Banktransfer eingezahlt so möchte ich auch auszahlen

I got this answer from the casino, they're holding me up, I don't believe that the casino has had problems for so long, that's a lie always the same excuse

diese Antwort habe ich vom Casino bekommen die halten mich hin ich glaube nicht daran das das Casino so lange schon Probleme hat das ist gelogenimmer wieder gleiche Ausrede

Why no reaction from you, the time has run out what is the status

Warum keine Reaktion mehr von euch die Zeit ist abgelaufen wie ist der Stand

Dear Thent,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana