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I requested my first payout of 500 euros on 11/09/24, which was then canceled for unspecified reasons. My renewed payout request on 11/27/24 is still pending despite multiple inquiries.

I am fully verified.

Ich habe meine erste Auszahlung am 09.11.24 über 500 Euro beantragt, die dann storniert wurde aus nicht genannten Gründen. Meine erneute Auszahlung vom 27.11.24 ist immer noch pendent trotz mehrfacher Nachfrage.

Ich bin vollständig verifiziert.

Dear fuentes91,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you learned the reason for cashout cancelation from the casino?
• What response from support have you received regarding your current cashout delay?
• Is it an internal casino system issue, or it’s related to your account only?
• Have you accumulated your winnings with the help of a bonus?

Looking forward to hearing from you.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Did the casino inform you of the reason for the withdrawal cancellation?

No

What response did you receive from support regarding your current withdrawal delay?

Always the same reassurance that they are doing their best etc. etc.

Is this an internal problem with the casino system or does it only affect your account?

Only on my account

Have you accumulated your winnings with the help of a bonus?

220 Euro bonus. The rest with or without.

I deposited 220 euros (100% bonus) on October 13, 2024 and 40 euros (without bonus) on November 20, 2024.

Haben Sie vom Casino den Grund für die Stornierung der Auszahlung erfahren?

Nein

Welche Antwort vom Support bezüglich Ihrer aktuellen Auszahlungsverzögerung erhalten?

Immer dieselbe Vertröstung, dass sie ihr bestes geben etc. etc.

Handelt es sich um ein internes Problem des Casino-Systems oder bezieht es sich nur auf Ihr Konto?

Nur auf mein Konto

Haben Sie Ihre Gewinne mithilfe eines Bonus angesammelt?

220 Euro Bonus. Der Rest mit ohne.

Eingezahlt habe ich 220 Euro (100% Bonus) am 13.10.24 und 40 Euro (ohne Bonus) am 20.11.24.

Thanks for your reply.

We'll contact the casino and ask them for assistance, but before we do, could you please share a screenshot of your withdrawal request with the status visible?

Could you please share your recent communication with the casino regarding your delayed withdrawal? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

The casino finally paid out my first 500 euros today. Apparently you can't withdraw more than 500 at a time (but I never requested more than 500 euros).

Das Casino hat heute endlich meine ersten 500 Euro ausbezahlt. Anscheinend geht pro Mal nicht mehr als 500 (hatte aber nie mehr als 500 Euro beantragt).

Message from the player:

Hello Tomas

Thank you very much for your efforts!

As described in the forum, I received the first 500 euros today and immediately applied for another 500 euros.

Can we put the case on hold for now and see how it develops?

Thank you very much!

Kind regards

Pascal

Message from the player:

Hallo Tomas

Besten Dank für deine Bemühungen!

Wie im Forum geschildert, habe ich heute die ersten 500 Euro ausbezahlt erhalten. Und gleich weitere 500 Euro beantragt.

Können wir den Fall vorerst aussetzen und sehen, wie es sich weiterentwickelt?

Herzlichen Dank!

Freundliche Grüsse

Pascal 

Dear fuentes91,

I'm glad to hear that at least one withdrawal was processed successfully. I will now mark the complaint as 'resolved' in our system, marking the 500€ payout as processed.

If you happen to encounter further issues, don't hesitate to contact me or request the complaint to be reopened.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru