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Hey, I had a withdrawal process take 2 days. All the KYC documents were sent via email. A day later, after submitting the verification documents, I still haven't heard anything. Then, God willing, I started playing again and ended up losing it all. They're playing on people's gambling addiction. The fact that you can cancel the withdrawal amount is amazing. They just want you to gamble away your house and home. I paid in my entire salary and just wanted to get the 5,000 euros paid out again. Then it even turned into 15,000. On August 12, 2025, I even submitted a request to block my account and sent my ID card. Days later, still no answer, and now the disaster. I won 15,000 euros and lost it all again because the payout takes too long and they let the players down. The service is simply bad.

Hey ich hatte eine Auszahlung laufen über 2 Tage alle Dokumente der KYC gesendet per Mail. Einen Tag später nach Einreichen der Verifikationsdokumente immer noch nichts gehört. Dann so Gott es will wieder angefangen zu spielen und am Ende alles verspielt. Man spielt mit der Spielsucht der Menschen. Allein das man den Auszahlungsbetrag stornieren kann. Man will einfach das man Haus und Hof verspielt. Ich habe mein komplettes Gehalt eingezahlt und wollte einfach nur die 5000 Euro wieder auszahlen lassen. Dann wurden es sogar 15000. Am 12.08.2025 sogar eine Anfrage zum Sperren meines Accounts aufgegeben, Personalausweiss hingeschickt. Tage später immer noch keine Antwort und jetzt das Desaster. 15000 Euro gewonnen und alles wieder verspielt weil die Auszahlung zu lange dauert und die man die Spieler im Stich lässt. Der Service ist einfach schlecht.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing. 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 you lost your winnings in regular gameplay while you were waiting for your withdrawal request to be processed and your account verified, there is little we can do to help you retrieve your winnings.

• At the same time, you mentioned that you requested your account be closed on 12 August. Could you please forward me the account closure request you sent to the casino, along with the casino's responses? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

My account has now been blocked. I lost the 15,000 again after the withdrawal took too long. Perhaps the casino would try to accommodate me and at least give me back the money I spent after I requested the account closure. That was over two weeks later.

Mein Konto wurde jetzt gesperrt. Die 15000 hatte ich ja wieder verspielt, nachdem die Auszahlung zu lange gedauert hatte. Vielleicht würde das Casino ein wenig auf mich zu kommen und mir wenigstens das Geld zurück geben was ich wieder ausgegeben habe nachdem ich die Kontosperrung beantragt hatte. Das war ja über 2 Wochen danach.

Please forward me the account closure request you sent to the casino at veronika.f@casino.guru.

Dear Hoffes,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Hoffes. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you for your emails. Have you received any response from the casino to the account closure requests you sent on 15 July and 12 August?

When exactly was your account finally closed? Has the casino sent you any email confirming the closure? If so, kindly forward it to me at veronika.f@casino.guru. Thank you for your patience and cooperation.

I sent you the email.

Hab Ihnen die Mail zu kommen lassen.

My account was closed on September 2nd.

Best regards

Am 02.09 wurde erst mein Account geschlossen.

liebe grüße

Thank you very much, Hoffes, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay, what happens next?

Okay wie geht es nun weiter?

Dear Hoffes,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from DirectionBet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear DirectionBet Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account remained open despite multiple self-exclusion requests and explicit statements indicating a gambling problem?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Kubo,

Please note that the relevant department must complete certain internal checks and procedures before a self-exclusion request can be applied, so technical time is required.

As you are aware, these inquiries are processed manually. After reviewing it, the relevant department took the necessary actions and the account was subsequently closed.

Once the customer's request was properly formatted and submitted, the necessary actions were taken, and their request was fulfilled within the timeframe specified in the Terms and Conditions.

Best regards,

DirectionBet Casino

On July 15, 2025, I first requested an account suspension. Then again on August 12, 2025. On August 20, I was asked for verification for the first time. My account was only suspended on September 2, 2025. This is anything but player protection. It would be enough for me if they gave me my money back from August, because I lost my entire wages then.

Am 15.07.2025 habe ich das erste Mal nach einer Kontosperrung gefragt. Am 12.08.2025 dann nochmals. Am 20.08 kann dann erstmals die Abfrage für die Verifizierung. Am 02.09.2025 wurde dann mein Account erst gesperrt. Das ist alles andere als Spielerschutz. Mir würde es schon reichen wenn man mir mein Geld zurück gibt vom August, weil da habe ich meinen ganzen Lohn verspielt.

Dear DirectionBet Casino,

Thank you for your response.

We fully understand the necessity of allowing technical time for the manual processing of self-exclusion requests, and we support casinos in cases where such actions are taken within a reasonable timeframe. However, in this particular instance, the closure of the player’s account took three weeks, which, from our perspective, falls well outside what can be considered reasonable.

When a casino acknowledges that a player has a gambling problem, it is crucial to take immediate and effective action to prevent further gambling-related harm - including preventing additional deposits or use of existing funds. Once the casino is aware of the player’s gambling issues, it assumes responsibility for safeguarding that player from further harm.

In this case, the player explicitly stated his gambling problem and requested account closure in his self-exclusion request dated August 12. Despite this, the account remained open, allowing continued play.

For these reasons, we believe the player should be eligible for a refund of losses incurred during the period in which the casino was aware of the player’s gambling problem but failed to take prompt and appropriate action.

I kindly ask that you provide the player’s full gaming history from August 12 until the date of account closure. Please send the requested file in CSV, XLSX, or another convenient format to my email address at jakub.m@casino.guru.

Thank you for your cooperation and timely attention to this matter.

Dear Kubo,

Please be advised that further checks are being made on the matter.

We will revert back with updates as soon as possible.

Best regards,

DirectionBet casino

An agreement has been reached. I am now waiting for its implementation, and then I can close this case with a positive outcome.

Es wurde eine Einigung erzielt. Ich warte jetzt noch auf die Umsetzung und dann kann ich diesen Fall mit einem positiven Ende schließen.

Dear Hoffes,

Thank you for the update. I’m really glad to hear that you’ve reached a satisfactory agreement with the casino. As you mentioned, please let me know once you’ve received the agreed compensation so we can proceed with closing the complaint as resolved.

Thank you for your cooperation and engagement throughout this process.

Money received. Thank you.

Geld erhalten. Dankeschön.

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

Dear Hoffes,

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,

Kubo