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On April 28, 2026, I made a withdrawal of €4,000. The casino requires documents from me, specifically bank statements. I submitted these subsequently; to be precise, I had to check with my bank because I receive monthly statements, so I sent the documents to them as well. I'm being told these documents aren't sufficient. My money has been missing for weeks, and it's simply incomprehensible. I've done everything in my power, and the casino denies everything.

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Ich habe am 28.04.2026 eine Auszahlung von 4000€ getätigt, das Casino benötigt Dokumente von mir um genau zu sein Kontoauszüge. Diese habe ich nachgereicht, um genau zu sein habe ich bei meiner Bank nachfragen müssen da ich monatsauzüge habe also habe ich die Dokumente meiner Bank nachgereicht. Mir wird gesagt diese Dokumente reichen nicht aus, mein Geld fehlt seit Wochen und es ist einfach nicht mehr zu begreifen ich habe alles getan was in meiner Macht stand und das Casino streitet alles ab.

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Dear PhillipStark,

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 situation.

• Could you please confirm that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all correspondence with casino especially the ones when they were asking for bank statements and their response that the documents aren't sufficient? Please send it to jean.s@casino.guru.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

I sent screenshots of the situation; the payment was approved, but I haven't received any money to this day.

Ich habe die Screenshots über den Sachverhalt verschickt, die Auszahlung wurde ja genehmigt aber ich habe bis heute kein Geld erhalten

I'm no longer getting any response from support; I'm being completely ignored. Please look into this. My financial problems are getting worse because I depend on this money.

Ich bekomme auch keine Antwort mehr vom Support, ich werde gekonnt ignoriert. Bitte kümmern sie sich darum. Meine finanziellen Probleme werden immer größer da ich auf das Geld angewiesen bin

Thank you for your answer.

Could you please email me the bank statements that you sent to the casino?

From the screenshots that you emailed me, I understand that you sent two documents of your bank statements: first, several months up to April 30; second, May 1 to present. However, the casino wanted only one document that has all the details that they need, which are transactions from April 28 to present.

Have you sent this document that they require and in the correct format?

Dear PhillipStark,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru