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Hey dear Casino Guru team,

On February 14th, 15th and 16th, 2026, I requested a payment of €500 each day (a total of €1,500). To date, I have been waiting for processing for over 14 days without receiving any payment.

The balance originated from a 200% bonus on a €50 real money deposit. I have fully and successfully met the wagering requirements. The bonus balance was then converted into €1,000 in real money. With this amount, I increased my balance to a total of approximately €7,500.

Currently, €1,500 (3 x €500 – the maximum simultaneous withdrawal limit) is being processed. Approximately €6,000 more is still in my player account.

I inquired several times via email and live chat. I was repeatedly informed that the payouts were in the "final phase" and had been forwarded to the finance department. I also explicitly asked whether verification (KYC) was required. I was assured that I didn't need to take any further action.

Despite this, no payment has been made yet, and I haven't been given a specific date. The constant standard replies without clear information are very unsettling.

I request your assistance in resolving this matter and for the prompt processing of my outstanding payments. I have attached a few documents; should you require further information or anything else, I am happy to help. I look forward to your response.

Hey liebes Casino Guru Team,

Am 14., 15. und 16. Februar 2026 habe ich jeweils eine Auszahlung in Höhe von 500 € beantragt (insgesamt 1.500 €). Bis heute warte ich seit über 14 Tagen auf die Bearbeitung, ohne dass eine Auszahlung erfolgt ist.

Das Guthaben entstand aus einem 200%-Bonus auf eine Echtgeld-Einzahlung von 50 €. Ich habe die Umsatzbedingungen vollständig und erfolgreich erfüllt. Das Bonusguthaben wurde daraufhin in 1.000 € Echtgeld umgewandelt. Mit diesem Betrag habe ich mein Guthaben auf insgesamt ca. 7.500 € erhöht.

Aktuell befinden sich 1.500 € (3 × 500 € – das ist das maximale gleichzeitige Auszahlungslimit) in Bearbeitung. Weitere ca. 6.000 € liegen noch auf meinem Spielerkonto.

Ich habe mehrfach per E-Mail und im Live-Chat nachgefragt. Mir wurde wiederholt mitgeteilt, dass sich die Auszahlungen in der „finalen Phase" befinden und an die Finanzabteilung weitergeleitet wurden. Zudem habe ich ausdrücklich gefragt, ob eine Verifizierung (KYC) erforderlich ist. Mir wurde bestätigt, dass ich keine weiteren Schritte unternehmen muss.

Trotzdem wurde bislang keine Auszahlung durchgeführt und es wurde mir kein konkreter Termin genannt. Die ständigen Standardantworten ohne klare Information verunsichern mich sehr.

Ich bitte um Unterstützung bei der Klärung dieses Falls und um eine zeitnahe Bearbeitung meiner offenen Auszahlungen. Ich habe soweit paar anhänge dazugegeben sollten sie weite Infos benötigen oder sonstiges bin ich gerne bereit zu helfen. Ich freue mich auf eine Rückmeldung ihrerseits

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear AuraChan2004,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing. In order to fully understand the situation, I would like to ask you a few questions:

• Have you made any successful withdrawals before?
• If so, could you please confirm the exact date of your last successful withdrawal and how long it took to be processed?
• Which payment method did you use to withdraw your winnings? Was it the same method you used previously?

I hope we will be able to assist you in resolving this issue as quickly as possible. Thank you in advance for your reply.

Best regards,

Petra

Hey, I've actually never withdrawn any money there, I've been waiting for my very first withdrawal since February 14th.

According to email correspondence and live chat, I was repeatedly told that the finance department was experiencing a delay and that I didn't need verification (KYC).

I deposited funds there via my paysafecard account and withdrew them via revolut.

Hey, ich hab tatsächlich noch nie dort ausgezahlt, warte nun seit dem 14.2 auf die aller erste Auszahlung überhaupt.

Laut Email Verlauf und Live Chat wurde mir immer wieder gesagt die Finanzabteilung hat eine Verzögerung ich bräuchte keine Verifizierung (KYC)

Ich habe über meinen paysafecard Account dort eingezahlt und über revolut in Auszahlung gelegt.

Thank you for your reply and for providing the previous details, AuraChan2004.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi, I just sent the items to your email address. Thanks.

Hi ich habe soeben Ihnen die Sachen auf Ihre Email gesendet. Danke

Dear AuraChan2004

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra