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Complaint about delayed and cancelled payment

On June 12th, I deposited €100 into this casino and subsequently won €320. I requested a withdrawal of the €320 on the same day.

After submitting my withdrawal request, I waited three days and contacted support daily. Each time, I received only standardized responses such as: "We have prioritized your case" or "Your money will be paid out tomorrow." Despite this, nothing happened.

On the seventh day, I was suddenly asked to submit verification documents. I submitted all the requested documents immediately. Nevertheless, I continued to receive the same response every day, stating that my case would be "processed tomorrow." Nothing happened after that either.

Today is already the 11th day since my withdrawal request. Instead of processing the withdrawal, it was simply canceled. When I contacted live chat, I was informed that my case had been resubmitted for review and that everything was fine with my account. At the same time, I was asked to request the withdrawal again.

This procedure is incomprehensible to me. If my account is verified and there are no problems, I don't understand why the payout was canceled after 11 days and I have to start the entire process again.

Unfortunately, I get the impression that the casino is unnecessarily delaying the payout and may not even want to pay out. I request Casino Guru's assistance in clarifying this matter.

Beschwerde über verzögerte und stornierte Auszahlung

Am 12.06. habe ich 100 € in diesem Casino eingezahlt und anschließend 320 € gewonnen. Noch am selben Tag habe ich die Auszahlung der 320 € beantragt.

Nach der Auszahlungsanfrage habe ich drei Tage gewartet und den Support täglich kontaktiert. Jedes Mal erhielt ich nur standardisierte Antworten wie: „Wir haben Ihren Fall priorisiert" oder „Morgen wird Ihr Geld ausgezahlt". Trotzdem ist nichts passiert.

Am siebten Tag wurde ich plötzlich aufgefordert, die Verifizierungsdokumente einzureichen. Ich habe alle angeforderten Dokumente umgehend übermittelt. Dennoch erhielt ich weiterhin jeden Tag die gleiche Antwort, dass mein Fall „morgen bearbeitet" werde. Auch danach geschah nichts.

Heute ist bereits der 11. Tag nach meiner Auszahlungsanfrage. Statt die Auszahlung zu bearbeiten, wurde sie einfach storniert. Als ich den Live-Chat kontaktierte, wurde mir mitgeteilt, dass mein Fall erneut zur Prüfung eingereicht worden sei und mit meinem Konto alles in Ordnung sei. Gleichzeitig wurde ich aufgefordert, die Auszahlung erneut zu beantragen.

Für mich ist dieses Vorgehen nicht nachvollziehbar. Wenn mein Konto verifiziert ist und keine Probleme vorliegen, verstehe ich nicht, warum die Auszahlung nach 11 Tagen storniert wurde und ich den gesamten Prozess erneut beginnen soll.

Leider entsteht bei mir der Eindruck, dass das Casino die Auszahlung unnötig verzögert und möglicherweise nicht auszahlen möchte. Ich bitte Casino Guru um Unterstützung bei der Klärung dieses Falls.

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Dear Dima8875,

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

I didn't use any bonus while playing. Only after 7 days did they request documents for verification, and even then, only after I repeatedly inquired via chat. I never received an email, not even in my spam folder. Today, the withdrawal was canceled. I didn't receive any verification email, nor did I receive any explanation for the cancellation. When I contacted chat support, they simply said it had been submitted for review. They also said everything was fine with my account and suggested I submit the withdrawal request again.

Ich habe beim Spielen keinen Bonus benutzt. Erst nach 7 Tagen haben die Dokumente für Verifizierung gefordert. Jedoch erst nach mehrmaligem Nachfragen im Chat. Es kam niemals eine Mail auch nicht im. Spam Ordner. Heute wurde die Auszahlung storniert. Zur Verifizierung kam auch keine Email auch nicht warum storniert wurde nichts. Auf Anfrage an den chta wurde einfach gesagt, es würde zur Prüfung eingereicht. Mit ihrem Konto ist alles in Ordnung stellen sie die Auszahlung Anfrage nochmal.

Now they're demanding all the documents again. I submitted all the documents six days ago. I can't perform miracles. They received everything clearly and unambiguously.

jetzt fordern die erneut alle Dokumente. Ich ahbe alle Dokumente vor 6tagen eingereicht. Ich kann nicht zaubern. Die haben alles kalr und deutlich erhalten.

They're coming. Always reply with a standard message. I've sent all the documents multiple times. [email protected] Sent. No, they now need to be uploaded to the profile. But I can't upload them to the profile; I already told them that several times. [email protected] I sent the documents. No, it has to be in the profile; they're investigating that. What's all this nonsense? It stinks that they don't want to pay out the money.

Die komme. Immer mit Standart antworten. Ich habe mehrfach alle Dokumente an [email protected] geschickt. Nein die müssen jetzt im Profil hochgeladen werden. Im. Profil lässt sich aber nicht hochladen, das habe ich den geschrieben, das ich auch mehrfach an [email protected] die Dokumente geschickt habe. Nein muss im. Profil sein die Untersuchen das. Was soll der Mist. Das stinkt das die geld nucht auszahlen wollen

Dear Dima8875, Dear CasinoGuru team,

we apologize for the delay. User's account is verified and withdrawal is completed. Thanks!

Dear Dima8875,

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.

The casino verified my account today and immediately paid out the money.

Das Casino hat heute mein Konto verifiziert und sofrt das Geld ausgezahlt

Dear Dima8875,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Karla Mayfly

Casino.Guru