ZetCasino - Os ganhos do jogador não foram creditados em sua conta.

On October 16, 2025, I achieved a multiplier of 32,500x playing Chicken Route (TurboGames) with a stake of €0.50. However, my winnings were not paid out, and I couldn't withdraw the balance; I could only continue playing.

I hereby request the payment of my balance of €16,250 to my registered payout account.

I have saved screenshots and chat logs as evidence.

Please confirm receipt of this message and let me know when the payment will be made

ich habe am 16.10.2025 beim Spiel Chicken Route (TurboGames) mit einem Einsatz von 0,50 € einen Multiplikator von 32.500x erreicht. Mein Gewinn wurde jedoch nicht ausgezahlt und ich konnte das Guthaben nicht auszahlen, sondern nur weiterspielen.

Ich fordere hiermit die Auszahlung meines Guthabens in Höhe von 16.250€ auf mein registriertes Auszahlungskonto.

Ich habe Screenshots und Chatprotokolle als Beweis gesichert.

Bitte bestätigen Sie den Erhalt dieser Nachricht und teilen Sie mir mit, wann die Auszahlung erfolgen wird

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Has the winning amount been credited to your real-money balance?
• Can you see the win recorded in your gaming history?
• Do you have any other evidence confirming that you won the disputed amount, for example, a video?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

I clicked cashout during the round, but nothing happened. No money was credited to my balance. Suddenly, the cashout button disappeared, and I could only skip ahead, which I didn't want to risk. So I emailed support and specifically asked about my winnings. They promised me I would receive the €16,250 winnings, as you can see in the screenshot. https://files.fm/u/puuv9w9473

Ich habe noch in der Runde auf cashout gedrückt jedoch ist nichts passiert, kein Geld ist auf mein Guthaben eingegangen und plötzlich ist der cashout Button weg und ich kann nur noch weiterspringen, was ich nicht riskieren wollte, also hab ich hin und her geschrieben mit dem support und extra explizit nach meinem gewinn nachgefragt und die haben mir versprochen dass ich den Gewinn in höhe von 16.250€ erhalten werde, wie man im Screenshot sehen kann. https://files.fm/u/puuv9w9473

I spoke to several live support employees and asked several times whether I would get my money and everyone was able to assure me and guarantee that I would receive the winnings of 16,250.00€

26 hours have now passed and I still haven't received the money in my credit account.

It seems to me as if they are trying to hide the profit.

ich habe mit mehreren live Support Mitarbeitern gesprochen und mehrfach extra nachgefragt ob ich mein Geld bekommen werde und jeder konnte es mir versichern und garantieren dass ich den gewinn von 16.250,00€ erhalten werde

Mittlerweile sind 26 Stunden vergangen und ich habe immer noch nicht das geld auf mein Guthabenkonto bekommen.

Es kommt mir so rüber als ob sie den Gewinn vertuschen wollen.

Can you please send me a screenshot of your gaming history? I need to check if you can see these winnings in your account.

Dear DerEchte23,

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.