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I've been waiting for my payout since April 9th. Every day I contact the live chat to ask where the money is. I always get the same answers, as if they were coordinating...

Ich warte seit 09.04 auf meine Auszahlung, jeden Tag melde ich mich im Live Chat um zu fragen wo das Geld bleibt, immer die gleichen Antworten, als würden die sich absprechen ...

Dear alfa.1kuh,

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?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

Hello,

No, I haven't made a withdrawal yet. I was or am connected via an app where you had to register and then no longer have to log in to a certain casino. I also have screenshots where they assured me it wasn't something related to my account or documents, etc. Yes, I played with a bonus and also played, and the person in live chat also said several times that it was supposedly just because there were so many withdrawal requests and nothing else. But now, after 15 days, I don't believe that anymore. I think they just don't want to pay out...

Hallo,

Nein ich habe bisher keine Auszahlung vorgenommen, ich war oder bin über eine app verbunden wo man sich registrieren musste und dann in bestimmten casino nicht mehr anmelden muss, dort im casino . Ich habe auch Screenshots wo mir versichert worden ist das es nicht an mein Konto liegt bzw an Dokumente usw. Ja ich habe mit Bonus gespielt und auch abgespielt, die im Live Chat hat auch mehr mals gesgat es liegt angeblich nur an so viel Anfragen der Auszahlungsanfrage und nichts anderes, was ich aber jetzt nach 15 Tagen nicht mehr glaube, ich glaube sie wollen es einfach nicht Auszahlen ...

Please forward me all the communication between you and the casino customer support regarding the delay in the processing of your payment at veronika.f@casino.guru, or post screenshots here. I appreciate your patience and cooperation.

Dear alfa.1kuh,

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,
Veronika
Casino.Guru