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Hello, on August 4th, 2026, I made a deposit of €400 and played with my real money, reaching a total of €3844. I then submitted a withdrawal request for €480 on the same day, which was subsequently processed.

Since August 19, 2026, the payment request for €480 has been in processing.

My account is not verified, but I wasn't asked for it. If necessary, I will gladly send the documents.

I have contacted the live chat several times and asked why the payout request is taking so long to process.

I was simply told to wait while the case was being processed.

Fifteen days have now passed and nothing has changed.

I request that my case be processed and that Casino Guru provide assistance so that this case can be handled.

Thank you and best regards.

DD

Hallo ich habe am 04.08.2026 eine einzahlung in höhe von 400€ getätigt und mit meinem Echtgeld gespielt und ich konnte eine Summe von 3844€ erreichen. Ich habe dann eine Auszahlungsanfrage am 04.08.2026 in höhe von 480€ gestellt und diese wurde dann auch ausbezahlt und bearbeitet.

Seit dem 19.08.26 steht die auszahlungsanfrage in höhe von 480€ in bearbeitung.

Mein Konto ist nicht Verifiziert aber man hat mich auch nicht danach gefragt, falls es nötig ist sende ich gerne die Dokumente.

Ich habe mehrfach den Live-chat aufgesucht und gefragt warum die auszahlungsanfrage solange in bearbeitung ist.

Mir wurde dann nur gesagt das ich warten soll der fall wird bearbeitet.

Nun sind 15 tage vergangen und es hat sich nichts verändert.

Ich bitte um aufbearbeitung meines Falles und um die hilfe von casino guru damit dieser fall bearbeitet wird.

Danke mit freundlichen grüßen

D.D

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Dear Jonamia,

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 from the casino in the past?
• Which payment method have you opted for when depositing and requesting the payout?

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,

Tomas

Yes, I have received payments in the past.

I used Mifinity.

I'd like to mention that, strangely enough, I received a payment today. However, the rest has already been applied for and is still pending. Nevertheless, it can't be that I now have to wait at least another 14 days. Thank you.

Thank you, best regards

Ja ich habe in der vergangenheit eine auszahlungen erhalten

Ich habe mifinity benutzt.

Ich möchte noch erwähnen das ich komischerweiße heute eine auszahlung erhalten habe. aber der rest wurde schon beantragt und steht ausstehen. trozdem kann es nicht sein das ich jetzt wieder mindestens 14 tage warten muss danke

danke mit freundlichen grüßen

Thanks for the update.

Please let me know how much you have already withdrawn and how much is still to be processed.

If you believe the issue has been resolved, you can choose to mark the complaint as resolved via the option found directly in the thread.

Thanks in advance for your reply and understanding.

Hello,

€480 has been outstanding and is being processed since September 3rd.

€2884 still needs to be paid out.

€960 were paid out

According to the terms and conditions under point 6.15, payment requests will be processed within 3 days.

However, this is not the case here.

I contacted support again today and was simply told that everything is fine and the case is being processed.

Best regards

Hallo,

480€ sind seit dem 03.09. ausstehend in der bearbeitung.

2884€müssen noch ausgezahlt werden.

960€ wurden ausbezahlt

Laut agb. unter Punkt 6.15 werden auszahlungsanfragen innerhalb 3 tage bearbeitet.

Dies trifft aber in diesem fall nicht zu.

Ich habe den support heute wieder ausgesucht und werde nur abgewimmelt das alles in ordnung ist und der fall in beabeitung ist.

mit freundlichen grüßen

Dear Jonamia,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas