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Good day

I made a withdrawal on March 11th.

On March 13th, I received a confirmation email that the withdrawal had been completed.

And then the money was credited back to my player account, but I can't withdraw it because I supposedly have to wager it again.

I've already contacted support a few times, but they just keep putting me off.

I hope someone here can help me.

Guten Tag

ich habe am 11.03 eine Auszahlung getätigt.

am 13 .03 kam die Bestätigungs E-Mail das die abhebung abgeschlossen wurde.

und dann wurde das Geld wieder mein spielerkonto gutgeschrieben und ich kann das Geld nich auszahlen da ich es angeblich noch mal umsetzen muss,

ich habe jetzt schon ein paar mal mit dem Support geschrieben, wo man mich immer nur vertröstet.

ich hoffe das mir hier jemand helfen kann

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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.

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Hello,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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,

Attila

Hello,

I have already withdrawn money several times, and KYC verification has not been required so far.

and the money won is money you deposited, not bonus credit.

Kind regards: [Redacted]

Hallo,

Geld habe ich schon mehrmals ausgezahlt , und eine KYC- Verifizierung war bislang nicht erforderlich.

und das gewonnene Geld haber ist ch dich eingezahltes Geld erspielt, also nicht durch Bonus Guthaben.

liebe Grüße: [Redacted]

Hello Daniel95,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Additionally, could you please attach a screenshot of your withdrawal as well?

Thank you for your patience and cooperation.

Dear Daniel95,

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,
Attila
Casino.Guru