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Dear Pidi27,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?
• Which payment method to withdraw your winnings have you opted for? Do you always use the same one?
• Can you please post a screenshot of your withdrawal history here in this thread?

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.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi, here are screens of all withdrawals. The first ones were paid out via LTC, and I'm currently paying out via BTC. Yesterday, after two weeks of waiting, I finally received a €500 payout. The screens also show when each withdrawal was processed.

Best regards

Pidi27

hi hier haben sie screens von allen auszahlungen die ersten wurden über ltc ausgezahlt und aktuell zahle ich über btc aus & gestern wurde nach 2 wochen warten endlich mal wieder 1x 500€ ausgezahlt. In den screens sehen sie auch wann weelche auszahlung bearbeitet wurde.

Liebe Grüße

Pidi27

Thank you very much for your reply. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes, I've been on live chat several times, but I don't get a precise answer as to why it's taking so long. I'm told that it's currently delayed because a lot of withdrawals need to be processed, or what they see on the screen from my last visit to the live chat, and at the end they still say it's been forwarded to the payment team with priority.

ja ich war schon öfter im livechat aber eine genaue antwort warum es so lange dauert bekommt mann nicht. Mann bekommt gesagt dass es sich aktuell verzögert weil gerade viel auszahlungen bearbeitet werden müssen oder das was sie im screen sehen können von meinem letzten besuch vom livechat & am ende wird immer noch gesagt es wurde nochmal mit priorität ans zahlungsteam weitergeleitet.

After almost three weeks of waiting, two outstanding withdrawals have finally been processed. Let's hope it doesn't take that long again.

es wurde jetzt endlich nach fast 3 Wochen warten 2 offene Auszahlungen bearbeitet. Hoffen wir mal es dauert jetzt nicht wieder so lange

I am happy to hear that! Hopefully, you will receive the rest of your winnings soon. Please keep me informed about any further developments.

ok I'll let you know when further payouts have been processed

ok ich gebe bescheid wenn weiter Auszahlungen bearbeitet wurden

Hello,

Has there been any news since your last message?

Hi, on July 16th, a €500 withdrawal was finally completed. The casino took four business days, but only processed one of three open withdrawals. I still have three open withdrawals and a €2,500 balance. I just don't understand why they didn't process all three withdrawals. That wouldn't have been a big extra effort.

hi am 16. Juli wurde endlich mal wieder eine 500€ Auszahlung abgeschlossen das Casino hat 4 Werktage gebraucht hat aber nur 1 von 3 offenen Auszahlungen bearbeitet, habe noch 3 offene Auszahlungen & 2500€ Balance. Verstehe halt nicht warum mann nicht alle 3 Auszahlungen bearbeitet das wäre ja kein großer Mehraufwand gewesen.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

OK thanks

ok danke

Dear Pidi27,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casino Lab representative to join this conversation and participate in resolving this complaint.

Dear Casino Lab,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Pidi27,

We sincerely apologize for the longer-than-usual processing time and for any inconvenience caused by the withdrawals delay.

We kindly inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the withdrawals as soon as possible.

Thank you for your patience.

Kind Regards,

Casino Lab team

I'm only waiting 10 working days & according to your terms and conditions, payouts are processed within 3 working days. It would be nice if the payouts were processed after a maximum of 3 working days. Thanks.

ich warte ja auch erst 10 Werktage & laut euren AGBS werden Auszahlungen innerhalb von 3 Werktagen bearbeitet wäre schon wenn die Auszahlungen auch nach maximal 3 Werktagen bearbeitet werden danke

Dear Pidi27,

Thank you for the information you have provided.

Did you manage to request additional withdrawals?

I'll be awaiting your reply.

Yes, I have 3x 500€ in open withdrawals & still 1000€ balance, so it shouldn't take that long until everything is paid out

ja ich hab wieder 3x 500€ an offenen auszahlungen & noch 1000€ balance also dürfte nicht mehr so lange dauern bis alles ausgezahlt wurde

Dear Pidi27,

Thank you for your response.

Please let me know once you receive all the payments.

I'll be awaiting your reply.

Dear Pidi27,

We kindly inform you that your 3 pending withdrawals have been successfully completed.

You can proceed and make your new withdrawal requests.

Kind Regards,

CasinoLab team

Dear All,

We kindly inform you that all of the pending withdrawal requests were successfully completed.

Thank you for your patience and cooperation.

Kind Regards,

CasinoLab team

Dear Pidi27,

Could you please confirm whether you have received all the payments from the casino?

I'll be awaiting your reply.

thank you very much I can confirm that everything has been paid out

vielen dank ich kann bestätigen dass alles ausgezahlt wurde

Dear Pidi27,

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,

Stefan, Casino.Guru