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I've been registered for a few months and deposit and withdraw funds via bank transfer. It took longer back then, but now I've been waiting for 15 days. The casino hasn't contacted me at all. I'm just being put off, with no timeframe given. Questions about which license the casino uses, what registration number, and where I can officially complain are completely ignored. No payment deadline is given; absolutely nothing is happening.

Ich bin seit einigen Monaten registriert, Zahle mit Banküberweisung ein und aus. Es hat damals schon länger gedauert, aber nun warte ich seit 15 Tagen. Es gab keinerlei Anfragen des Casinos an mich. Ich werde nur vertröstet, keine Zeiten werden genannt. Die Frage welche Lizenz das Casino nutzt und welche Registrierungsnummer un dwo ich mich offiziell beschweren kann, werden komplett ignoriert. Es wird kein Zahlungsziel genannt, es passiert absolut gar nichts.

Hello,

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.

• When exactly did you make the last successful withdrawal, and how many days did it take to be processed?
• Could you please confirm that you have passed the KYC verification?
• 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

Important Notice:

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If anything seems suspicious, contact us directly.

Stay safe.

Good day,

The last successful payout was requested on August 2nd and paid out on August 12th.

Deposits and withdrawals always via bank transfer.

KYC, if requested, has been fully completed, no action is required from me.

At the time of withdrawal, I had no active bonus.

Guten Tag,

die letzte erfolgreiche Auszahlung wurde am 2.8. beantragt und am 12.8. ausgezahlt.

Ein und Auszahlungen immer per Banküberweisung.

KYC wurde, falls angefordert, vollständig erledigt, es ist keine Aktion durch mich erforderlich.

Zur Zeit der Auszahlung hatte ich keinen aktiven Bonus.

Thank you for your reply, markus85lev. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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.

The money was paid out after 22 days.

I absolutely cannot understand why the casino is rated so highly with an 8.7. No casino in the world that has such abysmal payout times—and on a regular basis—should receive such a good rating. It is anything but trustworthy, let alone safe.

Das Geld wurde ausgezahlt. Nach 22 Tagen.

warum das Casino so stark mit 8,7 bewertet wird - kann ich absolut nicht nachvollziehen. Kein Casino der Welt welches so miserable Auszahlungszeiten hat - und das regelmäßig - sollte so eine gute Bewertung erhalten. Es ist nämlich alles andere als Vertrauenswürdog geschweige denn Sicher.

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

Dear markus85lev,

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,

Kristina