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Since my win yesterday evening (April 17, 2026), I've been trying to withdraw the money. €4,000 arrived immediately, but the rest remains pending. This morning (April 18, 2026), when I tried to access the casino website and log in, I was denied access. After several inquiries with support, both via chat and telephone, I was informed that my account is undergoing additional review at the behest of the administration. I wasn't told what this review entails or how long it is expected to take, only that the reasons and methods of the review are confidential and that I should wait. There is no way I will be notified when the review is complete, and I should keep logging in to see if I can access it again.

Seit meinem Gewinn gestern Abend (17.04.2026) habe ich versucht das Geld auszuzahlen. 4000€ kamen direkt an, der Rest blieb offen. Als ich heute Morgen (18.04.2026) die Casinowebsite besuchen und mich einloggen wollte, wurde mir der Zugang verweigert. Auf mehrere Rückfragen beim Support, sowohl im Chat, als auch telefonisch, wurde mir mitgeteilt, dass sich mein Konto in der zusätzlichen Überprüfung auf Anordnung der Verwaltung befindet. Worum es in dieser Überprüfung geht und wie lange es voraussichtlich dauert wurde mir nicht mitgeteilt, lediglich, dass die Gründe und Methoden der Überprüfung vertraulich sind und ich warten soll. Die Möglichkeit einer Benachrichtigung bei Vollendung der Prüfung gäbe es nicht und ich solle mich immer wieder erneut einloggen, um zu sehen, ob es wieder geht.

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Dear mo8102,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Jean

Good morning,

To my knowledge, I had previously passed all verifications. I played almost exclusively slots and wagered approximately €200 in live casinos. I did not use any active bonuses.

LG

Moritz

Guten Morgen,

Ich hatte vorher, meines Wissens nach, alle Verifizierungen bestanden. Ich habe fast ausschließlich Spielautomaten gespielt und ungefähr 200€ in Live Casinos. Ich habe keine aktiven Boni genutzt.

LG

Moritz

Thank you very much for your reply, mo8102.

You mentioned you were able to withdraw €4,000 and the rest were pending. Could you please confirm how much is the pending amount?

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I understand this may take time, so I appreciate your assistance.

The amount still in question is approximately €114,500.

I had €1500 in my gaming account. This was initially deducted due to alleged game errors. However, I was able to play the game for several hours without any error messages. My winnings were cancelled, and I was given back my original €150 deposit. Two days later, when I logged in again, the remaining €150 was also gone. I immediately contacted support. They informed me that I had to contact the complaints department, as this was outside their area of ​​responsibility. I have not yet received a reply to my email from April 22, 2026.

Es geht noch um ungefähr 114500€.

Ich hatte noch 1500€ auf meinem Spielkonto. Diese wurden zunächst auch abgezogen, aufgrund von angeblichen Spielfehlern. Ich konnte jedoch über mehrere Stunden das Spiel spielen ohne eine Fehlermeldung. Mein Gewinn wurde gestrichen und mir wurde mein ursprünglicher Einsatz von 150€, die ich eingezahlt hatte überlassen. Zwei Tage später, als ich mich erneut einloggte, waren auch die verblieben 150€ weg. Ich habe mich umgehend an den Support gewandt. Dieser teilte mir mit, ich müsse mich an die Beschwerdestelle wenden, da dies außerhalb ihres Zuständigkeitsbereich läge. Auf meine E-Mail vom 22.04.2026 erhielt ich bislang keine Antwort.

Thank you for posting relevant communication with chat support.

They are claiming that it is due to a technical error with the game provider. To proceed, I need to clarify several points regarding the alleged game error that led to the confiscation of your winnings. Please provide the following details:

• The exact name of the game in which the winnings were generated. Please post a screenshot of the game.
• The approximate time you started playing this game and when the session ended.
• Your precise account balance immediately before starting that gaming session.

Thank you in advance.