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I've been trying to withdraw the money for over 10 days now. It keeps getting deposited, even though I've verified my account and all my documents. It keeps getting rejected.

A method is required that my bank cannot handle because I once deposited with Apple Pay. My bank N26 provided me with documents that clearly confirm that it came from my account, but this is not accepted.

It's very annoying, depositing is really easy but when it comes to withdrawing you only have problems

Ich versuche jetzt seit über 10 Tagen das Geld auszuzahlen. Es wird immer wieder abgelegt, obwohl ich mein Konto und alle Dokumente verifiziert habe. Es kommt immer wieder zur Ablehnung

es wird eine Methode verlangt die meine Bank nicht abbilden kann, weil ich mal mit Apple Pay eingezahlt habe, meine Bank N26 hat mir Dokumente bereitgestellt die eindeutig Bestätigen das es von meinem Konto ausging, jedoch wird dies nicht akzeptiert.

es ist sehr nervig, einzahlen ist total einfach aber wenn es ums auszahlen geht hat man nur Probleme

Dear Murrryy,

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 before?
• Is there any alternative withdrawal method you could use instead?
• Did you accumulate your winnings with or without an active 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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Kristina,

My account with this provider is already older. I have had winnings paid out several times in the past. It was a struggle every time, but I was never able to submit the necessary documents. Now I have deposited money via Apple Pay, and they want proof of this. The problem is that Apple Pay is linked to my MasterCard, and my bank only shows Mastercard in the statements and not Apple Pay. I have already spoken to the bank and even received a transfer confirmation, but the casino does not accept this. There is nothing more I can do. I have not received any answers from the support team since then.

• I have tried all alternative withdrawal methods, all are rejected due to this problem
• The winnings were earned without bonus or free spins

Thank you very much for your efforts, I think it's great that there is support as it is really difficult to contact the providers and exert pressure if necessary.

Hallo Kristina,

mein Account bei diesem Anbieter ist schon älter, ich habe in der früherer Zeit öfter gewinne ausgezahlt bekommen, es war jedesmal ein Kampf aber Ich konnte immer nie benötigen Unterlagen einreichen. Nun ist es so das Ich Geld über Apple Pay eingezahlt habe, und diese darüber ein Nachweis wollen, das Problem ist das Apple Pay mit meiner MasterCard verknüpft ist und meine Bank in den Abrechnungen nur Mastercard anzeigt und nicht Apple Pay. Ich habe schon mit der Bank gesprochen, habe sogar eine Überweisungsbestätigung bekommen, diese wird aber nicht von dem Casino akzeptiert. Mehr kann ich auch nicht mehr machen. Seit dem bekomme ich auch keine Antworten mehr vom Support Team.

• ich habe alle Alternativen Auszahlungsmethoden schon ausprobiert, alle werden aufgrund dieses Problems abgelehnt
• Die Gewinne wurden ohne Bonus oder freispiele erspielt

vielen Dank für eueren Einsatz, ich finde es super das es ein Support gibt da es wirklich schwierig ist die anbieten zu kontaktieren und gegebenenfalls Druck auszuüben.

Thank you very much for your reply, Murrryy. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Casino Guru Team,

After I informed support that I was in contact with Casino Guru, the documents that had previously been rejected were accepted and my balance was paid out.

thank you very much for your support.

It's great that there is a forum like yours!

Hallo Casino Guru Team,

nachdem Ich dem Support mitgeteilt habe mit Casino Guru in Kontakt bin, wurden die Unterlagen die vorher abgelehnt worden sind akzeptiert und mein Guthaben ausgezahlt.

vielen Dank für eure Unterstützung.

es ist super das es ein Forum wie euch gibt !

Dear Murrryy,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru