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Good day ,

I have a problem with the payouts. I won a total of 10,900. According to the terms and conditions, you can withdraw 800 euros daily.

So, the thing is that I have had three open applications since March 3, 25 that have not been processed: in other words, if I'm lucky I'll get 800 euros by tomorrow at the latest. They're just hoping that the payments will be cancelled.

It can't be that I only get 800 a week? That will take months, they're taking their time...

ss follow .

Guten Tag ,

ich habe ein Problem mit den Auszahlungen . Ich habe insgesamt 10900 gewonnen . Man kann täglich 800 Euro abheben laut den AGB‘s .

So , es geht darum dass ich seit dem 3.3.25 3 offene Anträge habe , die nicht bearbeitet wurden : spricht wenn ich Glück habe bekomme ich bis spätestens morgen 800 Euro . Die hoffen einfach dass man die Auszahlungen storniert .

es kann nicht sein dass ich dann nur 800 die Woche bekomme ? Das wird ja Monate dauern , die lassen sich viel Zeit …

ss folgen .

Dear Andre007007,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Why wait 14 days? The terms and conditions clearly state that the maximum processing time for the payout is 3 working days.

Warum 14 Tage warten ? In den AGBs steht deutlich , maximale Bearbeitung der Auszahlung - 3 Werktage

I was at level 4 and could withdraw 15,000 a month, now it has simply been reduced to level 1 so I can only withdraw 7,000 a month (I have won over 20,000)

I am active with games all the time, that is a violation of the terms and conditions

ask for your help

spricht ich war bei LVL 4 und konnte 15000 im Monat auszahlen , jetzt wurde es einfach auf Lvl 1 runtergesetzt somit kann ich nur 7000 pro Monat auszahlen ( habe über 20000 gewonnen )

ich bin die ganze Zeit aktiv mit Spielen , das ist doch ein Verstoß gegen die AGBs

bitte um ihre Hilfe

Dear Andre007007,

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.

My gambling addiction was exploited,

I've lost everything. On March 10, I requested that my account be closed due to gambling addiction, and last week I deposited another 3,000. Is there a way to get the deposits back? I have screenshots of all the deposits.

Meine Spielsucht wurde ausgenutzt ,

ich habe alles verspielt . Am 10.3 gebeten um Kontoschließung aufgrund von spielsucht und in letzter Woche noch 3000 eingezahlt . Besteht die Möglichkeit die Einzahlungen zurückzubekommen ?Habe Screenshoots von den ganzen Einzahlungen .

Dear Andre007007,

Would it be possible to forward the self-exclusion request as a full e-mail to nikolas.b@casino.guru rather than uploading a screenshot here?

Unfortunately, the screenshot is not a sufficient evidence as it does not even show which casino did you send it to.

Awaiting your response.

Regards,

Nick

Dear Andre007007,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.