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Hi, I'm having serious problems withdrawing my money.

The casino has been putting me off for five days now, and support keeps giving me mixed answers. I've had everything from my withdrawal being transferred to no withdrawal request. Otherwise, support brushes off everything with standard replies. I deliberately waited five days, but now I'm at my wit's end. I've attached all the screenshots so the matter can finally be resolved.

Moin, es gibt bei mir deutliche Probleme zur Auszahlung meines Geldes.

das Casino vertröstet mich nun seit 5 Tagen, der Support gibt auch immer unterschiedliche Aussagen. Es war schon alles dabei, von ihre Auszahlung wurde bereits überwiesen, bis hin zu es liegt kein Auszahlungsantrag vor war alles dabei. Der Support bügelt ansonsten alles mit Standard Antworten ab. Ich habe jetzt bewusst 5 Tage gewartet aber jetzt bin ich mit meinem Latein am Ende. Ich habe sämtliche Screenshots beigefügt dabei die Sache endlich geklärt werden kann.

Dear player,

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 the 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

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I completely understand your point of view, but what this casino is doing is a complete disaster. I have screenshots showing that support says the withdrawal is actively being processed. If you ask the next day, support says no, there is no withdrawal request.

It's truly a shame. I've written to support at least 49 times now, each time with different answers. Six days have passed, and absolutely nothing has happened.

Ich kann ihren Standpunkt absolut verstehen , aber was dieses Casino abzieht ist eine voll Katastrophe. Ich habe Screenshots die belegen das der Support sagt die Auszahlung ist aktiv in Bearbeitung. Fragt man dann am nächsten Tag nach , sagt der Support, ne es liegt keine Auszahlungsanfrage vor.

es ist wirklich eine Schande. Ich habe mittlerweile bestimmt schon 49 mal mit dem Support geschrieben. Immer wieder mit unterschiedlichen Antworten. Mittlerweile sind 6 Tage vergangen und es tut sich absolut nichts.

A quick update: I asked the casino during the day to close my account until I received my money, because everything seemed very strange to me. Support told me that wouldn't work, and that I should please wait until my money arrived, and then I could have the account blocked.

Of course, it happened as it had to. I canceled my withdrawal and gambled away the entire amount. In my opinion, this is pure fraud at this casino and, above all, illegal. I simply want my money back. And now, because of this unqualified support, I've lost everything. However, since I've been playing for 15 years, I know that the casino acted illegally. They definitely should have blocked my account if I had requested this. Therefore, I would like to request that you immediately reclaim the €200 I lost from the casino.

Kurzer Nachtrag, ich habe das Casino im laufe des Tages darum gebeten mein Konto solange zu schließen bis ich mein Geld bekomme, weil es mir alles sehr komisch vor kommt. Der Support sagte mir das würde nicht gehen, ich soll doch bitte warten bis mein Geld da ist und dann könne ich das Konto sperren lassen.

natürlich kam es wie es kommen muss, ich habe meine Auszahlung storniert und den gesamten Betrag verzockt. Das ist für mich der reinste Betrug in diesem Casino und vor allem nicht rechtens. Ich möchte einfach nur mein Geld zurück. Und durch diesen unqualifizierten Support habe ich jetzt alles verloren. Das ich bereits 15 Jahre spiele, weiß ich allerdings das das Casino rechtswidrig gehandelt hat. Sie hätten mein Konto definitiv sperren müssen wenn ich dies verlange. Daher möchte ich euch bitten meinen verzockten Betrag von 200 Euro vom Casino sofort zurückzufordern.

Dear player,

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.

A quick update: I asked the casino during the day to close my account until I received my money, because everything seemed very strange to me. Support told me that wouldn't work, and that I should please wait until my money arrived, and then I could have the account blocked.

Of course, it happened as it had to. I canceled my withdrawal and gambled away the entire amount. In my opinion, this is pure fraud at this casino and, above all, illegal. I simply want my money back. And now, because of this unqualified support, I've lost everything. However, since I've been playing for 15 years, I know that the casino acted illegally. They definitely should have blocked my account if I had requested this. Therefore, I would like to request that you immediately reclaim the €200 I lost from the casino.

Kurzer Nachtrag, ich habe das Casino im laufe des Tages darum gebeten mein Konto solange zu schließen bis ich mein Geld bekomme, weil es mir alles sehr komisch vor kommt. Der Support sagte mir das würde nicht gehen, ich soll doch bitte warten bis mein Geld da ist und dann könne ich das Konto sperren lassen.

natürlich kam es wie es kommen muss, ich habe meine Auszahlung storniert und den gesamten Betrag verzockt. Das ist für mich der reinste Betrug in diesem Casino und vor allem nicht rechtens. Ich möchte einfach nur mein Geld zurück. Und durch diesen unqualifizierten Support habe ich jetzt alles verloren. Das ich bereits 15 Jahre spiele, weiß ich allerdings das das Casino rechtswidrig gehandelt hat. Sie hätten mein Konto definitiv sperren müssen wenn ich dies verlange. Daher möchte ich euch bitten meinen verzockten Betrag von 200 Euro vom Casino sofort zurückzufordern.

I wrote the same thing a week ago, but it just says "waiting for confirmation"...

Ich habe vor einer Woche schon dasselbe geschrieben, hier steht nur auf Bestätigung warten …

Dear player, could you please send me the full conversation or any messages you exchanged with the casino support related to the account closure request? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I sent them a thank you email.

Vielen Dank habe ich ihnen geschickt per Mail.

Dear player, I haven’t received any account closure requests from you. Could you please tell me what reason you gave when requesting the account to be closed?

Please also note that the player is responsible for the funds in their account until they are successfully withdrawn.

I clearly informed the casino that I no longer wished to play and threatened to take legal action if they didn't comply. It's a kick in the ass for any player who gets scammed like this by a casino. This delaying tactic was unbelievable, and I won't accept that this casino gets away with this scam. I've written to support at least 40-50 times without any success.

Ich habe dem Casino deutlich mitgeteilt das ich nicht mehr spielen möchte, und auch damit gedroht rechtliche Konsequenzen einzuleiten, sollten sie dem nicht nachkommen. Es ist ein arschtritt für jeden Spieler der so von einem Casino reingelegt wird. Diese hinhaltetaktik war schon unglaublich und ich akzeptiere nicht das dieses Casino mit dieser Masche durchkommt. Ich habe locker 40-50 mal den Support geschrieben , ohne auch nur einen Erfolg zuhaben

Dear player, I understand how frustrating and disappointing this experience must be, and I’m truly sorry to hear about the situation. However, as I mentioned earlier, players remain responsible for the funds in their accounts until a successful withdrawal is completed.

We step in and assist with recovering funds only in cases where a player has informed the casino about a gambling addiction or related issue, and the casino failed to act within a reasonable timeframe by not closing or restricting the account accordingly.

Based on the information you have provided so far, I regret to say that we cannot demand a refund of the lost funds, since the account remained open and the funds were voluntarily played. While your frustration is completely understandable, this unfortunately does not fall within the scope of cases where we can formally push for reimbursement.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.