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I reached VIP Level 4, which has withdrawal limits of €1,000 per day, €5,000 per week, and €20,000 per month. For the past four weeks, the casino has been paying out between €0 and €1,000 per week… a total of €3,000 since mid-February. Complaints and chat inquiries are met with standard replies or simply ignored.

Ich habe VIP Level 4 erreicht welches Auszahlungslimits 1,000 pro Tag 5,000€ pro Woche und 20,000 € pro Monat hat. Seit 4 Wochen zahlt das Casino zwischen 0 und 1000€ pro Woche … total bisher 3,000 seit mitte Februar. Beschwerden und Chats werden mit Standardphrasen kommentiert oder nicht beantwortet

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please specify how many days ago was your withdrawal requested?
• Was your account, including the payment method, successfully verified?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you.

Thank you in advance.

Best regards,

Attila

Payments are coming through but not to the volume my vip levels allows … i.e. they pay 1,000 per week rather than 5,000€. Payment method is verified

Dear Engiman, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how much do you currently need to withdraw in total?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the delayed withdrawals? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

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

Dear Engiman,

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,

Attila