Realz Casino - Η ανάληψη του παίκτη καθυστέρησε.

Since April 4th, my winnings have not been withdrawn or paid out.

Seit 4.4 wird mein gewinn nicht abgehoben bzw ausgezahlt.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 jungeritaliener88,

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

Dear jungeritaliener88,

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 money is only paid out in €500 increments, not all at once. I can request €500 every day, but only three times, and it only arrives after 14 days... does that mean it takes several months to withdraw the entire amount?

Das geld wird nur in 500€ schritten ausgezahlt und nicht auf einmal. Jeden tag kann ich 500€ anfragen und das nur 3 mal und das kommt dann erst nach 14 tagen...bedeutet das die ganze summe um es abzuheben mehrere monate dauert

Thank you for your message.

Yes, unfortunately, in cases of larger winnings, it is quite common for casinos to process withdrawals in smaller installments and over a longer period of time. Limits such as daily request caps and processing times (e.g., 14 days per withdrawal) can indeed result in the full payout taking several weeks or even months.

That said, I understand how frustrating this can be. Please keep in mind that as long as the casino continues to process your withdrawals regularly and without unjustified delays or cancellations, this approach is generally considered standard practice.

Could you please confirm if your withdrawal requests are being approved and paid consistently so far?

Thank you in advance for your response.

Karla

No, not yet. I've been waiting for my payout for 14 days.

Nein noch nicht ich warte seit 14 tage auf meine Auszahlung

Dear jungeritaliener88, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at [email protected], 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.

Karla

Dear jungeritaliener88,

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,
Karla
Casino.Guru