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I've been waiting for a €220 payout since March 30th. Two other withdrawals requested on the same day were approved long ago. I've contacted the live chat several times and they keep putting me off. They say my complaint will be forwarded to the finance department with priority 1, but nothing happens. I think I've complained 8-10 times in total and I keep hearing the same thing. I still haven't received my money.

Ich warte bereits seit dem 30.03 auf eine Auszahlung in Höhe von 220€. Zwei weitere Auszahlungen die am selben Tag angefragt wurden, wurden bereits schon lange genehmigt. Ich habe mich mehrfach an den Live-Chat gewendet und werde dort immer Vertröstet. Es heißt man gibt meine Beschwerde mit Prio1 an die Finanzabteilung weiter aber es passiert einfach nichts. Ich glaube ich habe mich insgesamt 8-10 mal beschwert und höre immer das selbe. Mein Geld habe ich immer noch nicht erhalten.

Dear Lilly1988,

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?
• Did you accumulate your winnings with or without an active bonus?
• What types of games did you play?

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,

Veronika

• I made two more withdrawals that same day, both of which had already been paid out. There were never any problems with previous withdrawals either.
• I passed the verification without any problems and as I said, there were never any problems with the payout
• I always play without an activated bonus. I never use the bonus.
• Different, e.g. Millionaire Megawags or Fruit shop or Old Fisherman

• Am selben Tag hatte ich noch zwei Abhebungen, diese wurden beide bereits schon ausgezahlt. Auch bei früheren Abhebungen gab es nie Probleme.
• Die Verifizierung habe ich ohne Mängel bestanden und wie gesagt, es gab hier nie Probleme bei der Auszahlung
• Ich spiele immer ohne aktivierten Bonus. Bonus nutze ich nie.
• Unterschiedlich, bsp: Millionaire Megawags oder Fruit shop oder Old Fisherman

Please forward me the communication between you and the casino customer support regarding the delay in the processing of your payment at veronika.f@casino.guru, or post screenshots here. Thank you for your patience and cooperation.

In the meantime, the payout was canceled due to a software error, and I had to request it again. It's now back to processing, and I'll have to wait the next 3-5 business days.

Inzwischen wurde die Auszahlung storniert weil es hier wohl einen Software Fehler gab und ich musste sie erneut veranlassen. Inzwischen steht sie wieder auf in Bearbeitung und ich muss erst einmal die 3-5 Werktage warten

Thank you for the information. If your withdrawal request is not processed within the next 14 days or is canceled again, please contact me immediately, and we will reach out to the casino on your behalf.

Dear Lilly1988,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.