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Hello and good day,

I won €7,500 playing Wanted at the casino. My VIP status allows me to withdraw €1,000 per day.

However, 2 out of 3 payouts are always cancelled after 3 days, and it takes a very long time for the money to arrive.

As I said, my limit is 1000 euros per day. I never exceed that, and the system wouldn't allow it otherwise.

Hallo und guten Tag,

und zwar habe ich in dem Casino 7,5 K bei Wanted gewonnen. Mein VIP Status is so das ich 1000 Euro pro Tag abheben kann.

allerdings werden immer 2 von 3 Auszahlungen nach 3 Tagen wider storniert und es dauert sehr lange bis das Geld ankommt.

mein Limit is wie gesagt 1000 Euro pro Tag. Da liege ich nie drüber und das System würde es auch sonst nicht zu lassen.

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Dear MCLovin0312,

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 understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past? When was the last time the payout from this casino was credited to your bank account?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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.

Best regards,

Tomas

Hi

Yes, the account is verified. Withdrawals from this exact winnings have already been made. The winnings were without a bonus.

Hi

ja Konto ist verifiziert. Auszahlungen aus genau diesem Gewinn sind bereits schon geflossen. Der Gewinn war ohne Bonus.

Thanks for the reply.

Please let me know whether the casino processes your payouts or whether our intervention is necessary.

Looking forward to your update.

Hi, the money comes in bit by bit. So everything takes an extremely long time. My daily withdrawal limit was also reduced from 1000 to 700. And I think it will drop back down to 500 per day.

Is that normal?

The answer is that my level automatically decreases if I stop depositing. But if I win 7,500, it's only logical that I'd want to withdraw that first before depositing again. I currently have a total balance of 14,000. I should add that no withdrawals are currently being canceled.

Hi es kommt immer nach und nach mal etwas Geld. Also dauert extrem lange alles. Auch wurden meine tägliches auszahlungslimit von 1000 auf 700 gesetzt. Und ich denke es wird auch wieder auf 500 pro Tag fallen.

ist das normal ?

Die Antwort is das mein Level automatisch fällt wenn man Nix mehr einzahlt. Aber wenn ich 7,5 K gewinne is ja logisch das ich das erstmal auszahlen will, bevor ich neu einzahle. Insgesamt habe ich jetzt noch 14K auf der Balance. Aktuell werden aber keine Auszahlungen storniert muss ich dazu sagen.

Dear MCLovin0312,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Unfortunately, their modus operandi seems to have worked. Payments were systematically canceled, thus delaying the processing of payments.

I've lost my balance because of that.

A maximum of 3 payouts can be processed, but they should be completed within 72 hours.

That was not the case.

which makes a realistic payout limit of 3.5K per week unfeasible.

I had the profits at the point where I should have been able to withdraw 1000 per day.

Since I didn't make any deposits, and despite a profit of 20k, it makes sense that I didn't deposit anything.

But that reduced my intake to 500 per day.

For me, this is a system that isn't player-friendly. Deposits are always possible, but withdrawals aren't. Maybe I'll still get my money back. Otherwise, I want to distance myself from this casino.

Leider is deren Arbeitsweise wohl aufgegangen. Auszahlungen wurden systematisch storniert und Auszahlungen wurden dadurch in die Länge gezogen.

meine Balance hab ich dadurch verspielt.

Maximal 3 Auszahlungen können bearbeitet werden aber sollen unterhalb 72h Stunden bearbeitet sein.

traf nicht zu.

was ein realistisches auszahlungslimit von 3,5K die Woche nicht machbar macht.

die gewinme hatte ich zu dem Zeitpunkt gehabt wo ich 1000 pro Tag auszahlen können sollte.

dadurch das ich keine Einzahlungen vorgenommen habe bei einem Gewinn von 20k macht es logisch das ich nix eingezahlt habe.

Dadurch wurde ich aber auf 500 pro Tag gedrückt.

für mich is das ein System was nicht spielfreunelich is. Einzahlen geht immer auszahlen aber nicht. vielleicht bekomme ich ja mein Geld trotzdem. Ansonsten möchte ich mich von diesem Casino Distanzieren.

Dear MCLovin0312,

Could you confirm what your current account balance is, and whether there are any withdrawals still pending?

best regards

Hadi

My current account balance is 0 and no further withdrawals are pending. Due to their delays and unjustified cancellations, I've lost it all.

I was supposed to be able to withdraw €14,000 per month. Shortly after winning, my account was downgraded. Withdrawals were canceled, and my questions were no longer answered.

I even asked them not to cancel my withdrawals anymore. But that didn't help either.

Der Aktuelle Kontostand ist 0 und Auszahlungen stehen nicht mehr an. Durch deren Verzögerungen und grundlosen stornieren habe ich es verspielt.

14K sollte ich im Monat auszahlen können. Kurz nach dem Gewinn wurde ich runtergestuft. Auszahlungen wurden storniert und Fragen wurden auch nicht mehr beantwortet.

Ich hatte sogar drum gebeten meine Auszahlungen bitte nicht mehr zu stornieren. Das hat aber auch nix gebracht.

Dear MCLovin0312,

Thank you for confirming. I'm sorry it ended this way.

With no remaining balance and no pending withdrawals, there is nothing left for us to pursue, and we'll be closing this complaint as rejected. The cancellations and the reduction of your limits while you were actively trying to withdraw were poor handling on the casino's part, and that will be reflected in our assessment.

For any future situations like this, it's worth leaving the balance untouched while a complaint is still open. It's the only way we're able to effectively push the casino to release the funds.

I wish you better experiences ahead.

Hadi