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Good day,

On 05 November 2024, I made a withdrawal of €500. My account has been fully verified since 05 November 2024, but the amount has still not been paid out. I was instructed to send an account statement via email, which I have already done 3 times. Each time, the live support tells me to wait for an email response, but I haven't received any replies or anything else, except to be patient.

I would appreciate your assistance, thank you very much.

Best regards,

Guten Tag,

Ich habe am 05.11.2024 eine Uaszahlung von 500€ getätigt. Mein Konto ist auch komplett verifiziert seit dem 05.11.2024 jedoch wurde der Betrag immernoch nicht ausgezahlt. Mir wurde gesagt ich soll per Email nochmal eine Kontoauszug schicken und dies habe ich jetzt schon 3 x gemacht und jedes mal sagt der Live Support ich soll auf eine Email warten aber mir wird nicht geantwortet oder sonstiges, nur das ich geduldig sein soll.

Ich bitte um Hilfe, vielen Dank.

Beste Grüße

Dear Purplepunch,

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

Am I correct in understanding that the only document that has not been successfully verified in your account is the bank statement showing the deposits you made into the casino?

Have you made sure to send the bank statement in the correct format? Does it contain all the information that is necessary for the casino to be able to verify your payment method?

If you have any communication with customer support regarding the verification, please forward it to me at veronika.l@casino.guru.

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

Hello, yes I have already sent the bank statement several times by email to the casino's support email, where you can see all the data that the casino requests. The live support keeps telling me to be patient until I get an answer by email, but I wait in vain for an answer.

Best regards

Guten Tag, ja ich habe schon mehrmals den Kontoauszug per email an die Support email des Casinos geschickt, wo man auch alle Daten sieht die das Casino fordert. Der Live Support sagt immer wieder ich solle Geduld haben bis ich eine Antwort per email kriege doch ich warte vergeben auf eine Antwort.

viele Grüße

Thank you for your reply. Please forward me the bank statement that has yet to be verified at veronika.l@casino.guru.

Dear Purplepunch,

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.