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Dear al7209,

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 clarify when exactly you made that successful withdrawal?
• Which payment method to withdraw your winnings have you opted for?
• Did you accumulate 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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

On May 11, 2025, I received the first and last payout on my Mastercard.

The deposit and withdrawal method was the same —> Mastercard

I have never activated or used a bonus.

LG

Am 11.5.2025 habe ich die erste und letzte Auszahlung auf meiner Mastercard erhalten.

Die Einzahlungs und AuszahlungsMethode war die selbe —> Mastercard

Ich habe nie einen Bonus aktiviert oder verwendet.

LG

Two transfers of €500 each were made today, but unfortunately, my bank's Geo Control rejected the payment. This is strange because it worked for the first withdrawal. I've now deactivated Geo Control, and it should work now. I reapplied today and am waiting again.

Es wurde heute 2 Überweisungen mit je 500 Euro, leider hat GEO Control von meiner Bank die Zahlung abgelehnt. Seltsam weil es bei der ersten Auszahlung funktioniert hat. Ich habe jetzt Geo Control abgeschaltet und müsste jetzt funktioniert. Ich habe heute neu beantragt und ich warte jetzt wieder.

Thank you for your reply, al7209. Hopefully, the newest withdrawals will be processed successfully. Please keep me updated about any further developments.

Nothing has happened so far. I received this message yesterday.

Es hat sich bis jetzt noch nichts getan. Gestern bekam ich diese Meldung.

The money transfer to the debit card was rejected by Erste Bank's Geo Control. This is only possible in conjunction with the IBAN.

I've now deposited with my Visa card and requested two withdrawals, so it should work. Now we're waiting another two weeks. Regards

Die Überweisung auf die Debitkarte als Money Transfer wurde von der Ersten Bank vom Geo Control abgelehnt. Das geht nur in Verbindung mit dem IBAN.

Jetzt habe ich mit meiner Visa Card Eingezahlt und 2 Anhebungen angefordert, da müsste es funktionieren. Jetzt warten wir wieder 2 Wochen. LG

Thanks for the updates. Let me know if there is anything new, so we can proceed with this case accordingly.

Dear al7209,

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,
Kristina
Casino.Guru