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I requested the first withdrawal of 500 euros on 27 July, the second on 28 and the third on 29... 500 euros still in the account

...unfortunately, I'm constantly being put off, and they tell me the finance department is currently very busy... on August 4th, all payouts were changed by the casino to August 1st - 3rd... my inquiry was answered by saying that this was normal and the payouts had been processed on August 1st... on Thursday, August 7th, they then said my payouts now had priority and that the payouts would be "evaluated" by Monday at the latest... of course, I asked every day, and I keep hearing the same empty phrases... does anyone have experience with the payout or know of a similar problem? My account is verified, the amount was generated through several large wins at the casino.

Ich habe am 27.07 die erste Auszahlung von 500 Euro beantragt die zweite am 28 und die dritte am 29... 500 Euro noch auf dem Konto

... leider werde ich immer und immer vertröstet und es wird gesagt die Finanzabteilung hätte momentan viel zu tun... am 4.8 wurden alle Auszahlungen auf 1.8 - 3.8 vom Casino verändert...eine Nachfrage von mir wurde so beantwortet das es normal sei und die Auszahlungen am 1.8 bearbeitet wurden... am Donnerstag dem 7.8 hieß es dann meine Auszahlungen hätten nun Priorität und spätestens am Montag würden die Auszahlungen "bewertet"... natürlich jeden Tag nachgefragt und ständig die gleichen worthülsen... hat jemand Erfahrungen mit der Auszahlung bzw kennt jemand das gleiche Problem? Mein Konto ist verifiziert, der Betrag durch mehrere hohe Gewinne im Casino zustande gekommen

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 that 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?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Good morning Veronika, I played with a bonus and successfully completed the wagering...the funds were already in my casino account...I only play slots at these casinos. According to the casino, my account is verified...I've never requested a withdrawal from this casino before...I've captured a lot of things with screenshots, of course...I hope my answers are sufficient.

Guten Morgen Veronika, ich habe mit einem bonus gespielt und den Wager erfolgreich beendet...das Guthaben war bereits auf meinem Konto des casinos... Spiele ausschließlich slots in diesen Casinos. Mein Konto ist laut Casino verifiziert.... einen Antrag zur Auszahlung hatte ich in diesem Casino bisher noch nie beantragt... vieles natürlich mit Screenshots festgehalten.... hoffe meine Antworten reichen aus

Please send me a link or a screenshot of the bonus you activated and played with. Was it a deposit bonus or a free no-deposit bonus?

Also, could you please specify if you received any updates from the casino regarding your withdrawal requests in the meantime?

Hello, it was a deposit via Paysave, and there was a bonus... I then fulfilled this... so the entire "bonus balance" went to my real gaming account... see attachment. Regarding the casino's news, they said last week that my withdrawals would be given priority, then that the withdrawals would be posted to my account on Monday, and then the usual thing again... delays due to many withdrawals, etc. ... I hope I was able to answer your questions.

Guten Tag, es handelte sich dabei um eine Einzahlung via paysave und da gab es einen Bonus...diesen haben ich dann erfüllt.. somit ging das komplette "Bonusguthaben" auf mein reales spielekonto..siehe Anhang. Bezüglich Neuigkeiten des casinos, es hieß letze Woche das meine Auszahlungen Priorität bekommen dann das die Auszahlungen am Montag auf meinem Konto gebucht werden sollen und dann wieder das übliche.. Verzögerung aufgrund vieler Auszahlungen etc.... hoffe ich konnte ihre Fragen beantworten

I found another screenshot...it was about bonus credit through free spins here you can see the requirements

Ich hatte noch einen Screenshot gefunden...es ging um Bonusguthaben durch freispiele hier sehen sie dir Anforderungen

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good morning, as I said... on Monday, the first withdrawal of €500 was marked as "completed" on the casino's board... unfortunately, only one withdrawal... so two are still pending, and I submitted the third on Monday evening...

Thank you for your help...you are fabulous

Guten Morgen, wie gesagt... am Montag wurde die erste Auszahlung in Höhe von 500 Euro als "erledigt" auf den Board des casinos vermerkt... leider nur eine Auszahlung... 2 stehen somit noch aus und habe am Montag abend die 3te eingestellt...

Danke für eure Hilfe...ihr seid fabelhaft

Dear jaynnes,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spybet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello, I just wanted to let you know that the first 500 euros arrived in my bank account today and I received 2 emails that the next 2 payouts will be transferred... I thank you for your efforts and hope that the last payouts (now requested) will arrive faster

Hallo, wollte nur kurz bescheid geben das heute die ersten 500 Euro auf meinem Bankkonto angekommen sind und ich 2 Mails bekommen habe das die nächsten 2 Auszahlungen überwiesen werden... ich danke euch für euren Einsatz und hoffe das die lesten Auszahlungen (nun beantragt) schneller ankommen

Dear jaynnes,

thank you for the update and please keep us informed when you receive all of your funds.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Short update... yesterday the last payments arrived... the remaining balance of 345 euros was then requested this morning and then the casino never sees me again

Kurzes Update... gestern sind die letzten Zahlungen angekommen...restguthaben 345 Euro wurden dann heute morgen beantragt und dann sieht mich das casino nie wieder

Dear jaynnes,

thank you for the update. Please keep us informed when you receive your last payment.

Dear jaynnes,

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,
Jana
Casino.Guru