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Good Day,

I have been waiting for my casino payout since Monday. The same response is repeatedly given. Once I hear that the money is already sent and then I hear, "As I have determined, our manager should be able to process your withdrawal request as soon as the responsible department has completed the required security check."

I think they're trying to delay, hoping that I will gamble away the money again.

I urge for a quick resolution as the casino itself states that the money will be paid out within 24 hours.

Guten Tag,

Ich warte seit Montag auf meine Auszahlung bei diesem Casino. Es wird immer wieder die gleiche Antwort gegeben. Mal höre ich, dass das Geld schon verschickt seie und dann höre ich wieder ,, Wie ich festgestellt habe, sollte unser Manager in der Lage sein, Ihren Abhebungsantrag zu bearbeiten, sobald die zuständige Abteilung die erforderliche Sicherheitsprüfung abgeschlossen hat."

Ich denke, die Guten wollen mich hinhalten, in der Hoffnung ich verspiele das Geld noch.

Ich bitte um schnelle Hilfe, da das Casino selber sagt, das Geld innerhalb 24 Stunden ausgezahlt wird.

Dear Mickstar,

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, 

Veronika

Good day,

I am fully verified

Guten Tag,

Ich bin vollständig verifiziert

After a long correspondence with the casino, it turns out that the casino does not want to pay out my money and talks about finding a solution. They do not say exactly what the problem is. I am asking for your help because I am entitled to the money because I won it.

Nach langen Schreiben mit dem Casino, stellt sich heraus, dass das Casino mein Geld nicht auszahlen möchte und etwas von einer Lösung finden redet. Genau sagen, was das Problem ist, tuen sie nicht. Ich bitte um Hilfe von euch, da mir das Geld zu steht, da ich es gewonnen habe.

Update: Yesterday the casino assured me that they would give me an answer within a few hours. After writing to them today, I received the same answer again. Something is seriously wrong.

Update: Gestenr versicherte mir das Casino, mir innerhalb weniger Stunden eine Antwort zu geben. Nach heutigem schreiben mit ihnen, bekam ich wieder die gleiche Antwort. Irgendwas läuft da gehörig schief.

Thank you very much, Mickstar, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

The money just arrived. Sorry, the case can be closed. The municipal one with the casino is really a horror. Thank you very much!

Das Geld kam so eben an. Tut mir leid, der Fall kann geschlossen werden. Die kommunaleren mit dem Casino ist wirklich der reinste Horror. Vielen Dank !

Dear Mickstar,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Peter