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Hello,

I have a total of €6,000 in my player account. I'm allowed to withdraw €1,000 per day.

I paid out in increments of €500.

The withdrawal policy states that a withdrawal will be processed within 24-48 hours.

In its general guidelines, the casino states that each withdrawal will be processed within a maximum of 3 business days.

At first, all my withdrawals were canceled, according to the casino, due to a temporary technical error.

I've been waiting for a week now for my withdrawals, or at least some of them, to be processed.

My account is fully verified, and individual amounts have always been processed within two business days at the most, as stated in the guidelines.

Hallo,

Ich habe insgesamt 6000€ auf meinem Spielerkonto. Es ist erlaubt 1000€ pro Tag auszahlen zu lassen.

Ich habe in 500€ Schritten ausbezahlt.

In den Auszahlungs Richtlinien steht, dass eine Auszahlung in 24-48 Stunden bearbeitet wird.

In den allgemeinen Richtlinien schreibt das Casino, dass jede Auszahlung in höchstens 3 Werktagen bearbeitet wird.

Zuerst wurden alle meine Auszahlungen wieder storniert laut Casino auf Grund eines temporären Technischen Fehlers.

Nun warte ich seit einer Woche darauf, dass meine Auszahlungen oder zumindest ein Teil davon bearbeitet wird.

Mein Konto ist vollständig verifiziert und einzelne Beträge wurden bis jetzt immer innerhalb höchstens 2 Werktagen bearbeitet so wie es in den Richtlinien steht.

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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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.

Good day,

Three or four withdrawals of €500 each have already been processed.

However, the other payouts, some from the same date, have still not been processed.

The casino has a daily withdrawal limit of €1,000, and withdrawals are only possible in €500 increments. These are processed no more than twice per week.

I still have approximately €7,000 in my player account, and if only two withdrawals per week continue to be processed, it will take months for the entire amount to be in my account.

I don't think it's right to advertise that a payout only takes 24-48 hours, depending on the payout method, when it always takes half a week.

And the daily withdrawal limit of €1,000 can never be used anyway, since only a single withdrawal of €500 is processed within half a week.

But since the payouts are processed gradually, I'll just have to wait.

Guten Tag,

Es wurden bereits 3 oder 4 Auszahlungen bearbeitet mit je 500€.

Jedoch wurden die anderen Auszahlungen, teilweise vom selben Datum, noch immer nicht bearbeitet.

Das Casino hat ein tägliches Auszahlungslimit von 1000€ und es ist nur möglich in 500€ Schritten auszuzahlen. Diese werden höchstens zweimal pro Woche bearbeitet.

Ich habe nun immer noch circa 7000€ auf meinem Spielerkonto und wenn weiterhin immer nur zwei Auszahlungen pro Woche bearbeitet werden, wird es Monate dauern bis der gesamte Betrag auf meinem Konto ist.

Ich finde es ist nicht in Ordnung damit zu werben, dass eine Auszahlung je nach Auszahlungsart nur 24-48 Stunden benötigt, wenn es dann ständig eine halbe Woche ist.

Und das Auszahlungslimit von 1000€ täglich kann sowieso nie genutzt werden, da immer nur eine einzige Auszahlung von 500€ bearbeitet wird innerhalb einer halben Woche.

Aber da die Auszahlungen ja schrittweise bearbeitet werden, werde ich einfach warten müssen.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

How much have you received so far? How many withdrawals are still pending? Could you specify the dates and exact amounts of each pending withdrawal?

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

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear player,

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,
Dominika
Casino.Guru