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My withdrawal is still cancellable after 74 hours and the casino has not yet approved it. Even though the casino claims that all my uploaded documents for the withdrawal have been successfully verified.

Meine Auszahlung ist nach 74 Stunden immer noch stornierbar und wurde seitens des Casinos immer noch nicht genehmigt. Obwohl das Casino angibt, dass alle meine hochgeladenen Dokumente für die Auszahlung erfolgreich geprüft worden wären.

Dear eurogalaxy85,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

We'll try to help, you?

Wir werden versuchen zu helfen, Du?

The point is that the withdrawal hasn't even been approved yet. But that doesn't make any sense. I can still cancel this after 3 days. I've never seen anything like that. Please contact the casino immediately!

Es geht darum, dass die Auszahlung noch nicht einmal genehmigt wurde. Aber das macht keinen Sinn. Ich kann diese nach 3 tagen immer noch abbrechen. Sowas habe ich noch nie gesehen. Bitte kontaktieren Sie das Casino umegehend!

I fully understand your frustration, eurogalaxy85. However, I will set the timer for an additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

You mean you give this matter more time. But this is exactly what I wanted to avoid. Again. The withdrawal is still not approved. The payment has been requested since Friday morning. How can this be justified? If you are an expert then please explain to me in detail how is it possible that if I request the payout on Friday, I can still cancel the payout at this moment?! This is Arbitrariness. I ask you to contact the casino now please!

As mentioned before, here at Casino.Guru, we allocate a two-week timeframe to address delayed payment cases. We initiate contact with the casino only after this two-week period from the withdrawal request. It's essential to note that we refrain from reaching out to casinos prematurely, and the majority of cases are successfully resolved within this specified duration. To keep you in the loop, I'll set a timer for an additional 5 days, bringing us to the two-week mark since your withdrawal request. If there are no updates by then, we'll proceed to contact the casino on your behalf.

You can close the case, sir!

Sie können den Fall schliessen, Sir!

Thank you, eurogalaxy85, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Complaint has been resolved

Beschwerde wurde gelöst

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, eurogalaxy85, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru