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I have been experiencing problems with withdrawals from my account since November 2025. My first withdrawal request was submitted on November 26, 2025. After weeks of it going unprocessed, and me only receiving repeated information from support that my request had been forwarded to the finance department, I finally cancelled the withdrawal.

Subsequently, on January 9, 2026, I requested a new cryptocurrency withdrawal totaling $1,150. This withdrawal has also not been processed to this day. Since then, I have repeatedly requested a withdrawal – contacting support multiple times via email – and each time receiving only generic replies stating that the request had been forwarded to the finance department and that I should wait. I was never given any specific information about the reason for the delay or a date for the withdrawal.

I've been waiting for my money for several months now and, despite numerous inquiries, I haven't received my payment or any comprehensible explanation. It's incredibly frustrating; in the live chat, I'm simply told to contact them via email, and then the chat is closed immediately.

Ich habe seit November 2025 Probleme mit Auszahlungen auf meinem Konto. Meine erste Auszahlungsanfrage wurde am 26.11.2025 gestellt. Nachdem diese über Wochen hinweg nicht bearbeitet wurde und ich vom Support lediglich wiederholt die Information erhielt, dass meine Anfrage an die Finanzabteilung weitergeleitet worden sei, habe ich die Auszahlung schließlich storniert.

Anschließend habe ich am 09.01.2026 eine neue Auszahlung über Kryptowährung in Höhe von insgesamt $1.150 beantragt. Auch diese Auszahlung wurde bis heute nicht bearbeitet. Seitdem habe ich immer wieder mehrfach eine Auszahlung angefordert - ich habe den Support mehrfach per E-Mail kontaktiert und jedes Mal lediglich allgemeine Antworten erhalten, dass die Anfrage an die Finanzabteilung weitergeleitet wurde und ich warten solle. Konkrete Informationen über den Grund der Verzögerung oder einen Zeitpunkt für die Auszahlung wurden mir nie mitgeteilt.

Mittlerweile warte ich seit mehreren Monaten auf mein Geld und habe trotz zahlreicher Nachfragen weder meine Auszahlung erhalten noch eine nachvollziehbare Erklärung bekommen. Es ist unfassbar mühsam, im Livechat wird mir einfach nur gesagt ich soll mich per E-Mail melden und dann wird der Chat in der selben Sekunde geschlossen.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slot games, live casino games, or sports betting?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link to the bonus or a screenshot of its terms.
• Have you completed the full KYC verification process, or have you at least submitted any identity documents to the casino for verification?
• Have you selected the same payment method for your withdrawal requests as the one you used to make deposits?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear yungshapez,

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,
Veronika
Casino.Guru