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Hello, I initially won €220, which has been pending processing since February 26th, 2026. Then, three days later, I won €810. I'm certified, yet they claim there are so many requests that they can't say when it will be paid out. But it should actually take 48 hours.

Guten Tag ich habe erst 220€ gewonnen die seit 26.02.26 auf Bearbeitung steht . Dann 3 Tage später 810€ ich bin zertifiziert und trotzdem meinen sie das es soviele Anfragen gibt das sie nicht sagen können wann es ausgezahlt wird . Aber eigentlich heißt es 48 Stunden .

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Dear wb6wz2sjk2,

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

Now €220 have been rejected, supposedly by the bank! And the €810 are still being processed! They made me wait two weeks and then said it was rejected?! I feel cheated.

Nun wurden 220€ abgelehnt angeblich von der Bank !!! Und die 810€ stehen in Bearbeitung! 2 Wochen warten lassen und dann sagen wurde abgelehnt?! Fühle ich mich verascht

Something else new… the payout was rejected, now it's due to technical difficulties…! I'm speechless…

First they say it's on its way, waiting for the bank, and then this... I have no idea what to do now...?! Do you have any ideas?

Noch was neues … die Auszahlung wurde abgelehnt jetzt heißt es wegen technischer Schwierigkeiten…! Ich hab keine Worte dafür …

erst heißt es es ist unterwegs warten auf die Bank und dann sowas … keine Ahnung was ich jetzt machen soll…?! Haben sie eine Idee ?

Dear wb6wz2sjk2,

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.

I'm still waiting for the €810...!

Auf die 810€ warte ich noch immer …!

Dear wb6wz2sjk2, thank you for your response. 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?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.

Karla

Yes, I completed the certification 6 weeks ago, passed, and received payment.

I no longer have any outstanding bonus funds; they were to be paid out directly to my real-money balance. It was then under review, and I was told that my bank was processing it but that it could take 5-7 days. When those 5-7 days had passed, I inquired again, and they said... that they didn't know anything either and that I should wait for emails from them. I inquired again today... but received no response, only that I should wait.

Yes i do !

Ja ich habe vor 6 Wochen schon die Zertifizierung gemacht bestanden und ausgezahlt.

ich habe keinen offen Bonus mehr das war direkt bei echtguthaben auszuzahlen. War dann in der Prüfung dann wurde geschrieben das meine Bank es bearbeitet es aber 5-7 Tage dauern könnte . Und als die dann um waren hab ich nochmal gefragt dann heißt es … das sie auch nix wissen und ich auf Emails von ihnen warten soll . Hab heute nochmal nachgefragt … aber es kam keine Rückmeldung nur das ich warten soll .

Ja mach ich !

I sent everything

ich habe alles gesendet

I finally received the payment!!!

Habe die Auszahlung endlich erhalten!!!

Dear wb6wz2sjk2,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru