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Dear Support Team, I am writing to you again regarding two withdrawals: one of €450 and one of €200. For reasons unknown to me, these withdrawals are being declined. What I find particularly puzzling is that I initiated a withdrawal of €450 on November 28th . This was transferred to my bank account in full within less than 24 hours, without any verification being required. After suffering a loss of over €800 at the casino on November 30th , I was fortunate enough to increase my player balance back up to €650. I then attempted to withdraw this amount in two separate withdrawals (€450 and €200) using the same payment method as on November 28th. The following day ( December 1st ), I discovered that both withdrawals had been declined. I subsequently contacted both the live chat (without a response) and email support, but have not yet received any feedback. I then requested the withdrawal of €450 again via instant bank transfer, as before, and left the remaining €200 in my player account. This withdrawal was also rejected again without any explanation. I therefore urgently request that you investigate this matter and provide me with feedback as soon as possible. I urgently need the money, as I have to pay an unexpected bill at short notice. Thank you in advance. (P.S.: On December 1st, I submitted all personal documents that I believe are sufficient for full verification and should confirm my identity to this casino, and they confirmed the verification process to me today, December 2nd.)

Sehr geehrtes Support-Team, erneut muss ich mich an euch wenden, da es Probleme mit zwei Auszahlungen gibt: einmal 450 € und einmal 200 €. Aus mir unbekannten Gründen werden diese Auszahlungen abgelehnt. Unverständlich ist für mich insbesondere, dass ich bereits am 28.11. eine Auszahlung in Höhe von 450 € veranlasst habe. Diese wurde innerhalb von weniger als 24 Stunden vollständig auf mein Bankkonto überwiesen, ohne dass eine Verifizierung erforderlich war. Nachdem ich am 30.11. einen Verlust von über 800 € in dem Casino hinnehmen musste, hatte ich erneut Glück und konnte meinen Spielerkonto wieder auf 650 € erhöhen. Daraufhin wollte ich mir diesen Betrag in zwei Auszahlungen (450 € und 200 €) auszahlen lassen mit derselben Auszahlungsmethode wie am 28.11. Am nächsten Tag (01.12.) stellte ich fest, dass beide Auszahlungen abgelehnt worden waren. Ich habe daraufhin sowohl den Live-Chat (ohne Antwort) als auch den E-Mail-Support kontaktiert, jedoch bislang keinerlei Rückmeldung erhalten. Daraufhin habe ich die Auszahlung über 450 € erneut wie zuvor per Sofortüberweisung beantragt und die verbleibenden 200 € auf meinem Spielerkonto belassen. Auch diese Auszahlung wurde nun erneut ohne jegliche Begründung abgelehnt. Ich bitte euch daher dringend, den Sachverhalt zu prüfen und mir zeitnah eine Rückmeldung zu geben. Ich bin auf das Geld angewiesen, da ich kurzfristig eine unerwartete Rechnung begleichen muss. Vielen Dank im Voraus. (Ps: Ich habe vorab am 01.12, jegliche personenen bezogene Dokumente von mir eingereicht, die meines erachtens für eine vollständige Verifizierung ausreichen,und meine Person zur Identität Festlegung bestätigen sollten, diesem Casino zugesandt und hat mir die Vollständigkeit der Verifizierung heute am 02.12 bestätigt)

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Dear MPMP93,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Casino-Guro Team,

I'm simply surprised that the withdrawal method I used for my first withdrawal is no longer available at this casino. I would like to know which withdrawal method I now need to use to access my funds, as I'm not receiving any response from support.

Sehr geehrtes Casino-Guro Team,

Ich bin nur verwundert,dass die Auszahlungsmethode die ich bei der ersten Auszahlung genommen habe jetzt nicht mehr existiert bei diesem Casino. Und ich Rückmeldung haben möchte welche Auszahlungsmethode ich jetzt anwenden muss um an meiner Auszahlung zu gelangen, da ich vom Support keine Rückmeldung erhalte.

Dear MPMP93,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear MPMP93,

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,
Attila
Casino.Guru

We would like to report that we have received confirmation from the players' side regarding the receipt of their withdrawals.

Dear MPMP93,

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.

Best regards,

Attila Gorkij

Casino.Guru