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Since May 11, 2026, I've been chasing my money. It's been over four weeks now, and three withdrawals of €500 each are pending. There's also another €1500 in the account. I've written countless emails, always the same response—just stalling tactics. Today I was in the chat again, as I had to verify my account after four weeks, which I did. I asked the employee if everything was okay with my documents, and she said I had to upload my ID with a selfie again, even though I had already done that and it was accepted in my account. She told me to send it to customer service, which I did, but so far, no answer.

seit 11.05.2026 laufe ich meinen geld hinterher sind jetzt über 4 wochen 3 auszahlungen stehen in der warte schlange von jeweils 500 euro und in dem account sind nochmals 1500 euro , habe schon mega viele emails geschrieben immer das gleiche einfach nur hinhalte tatik heute war ich mal wieder im chat musste mich ja nun nach 4 wochen auch veriefiezieren was ich auch gemacht habe frage die mitarbeiterin ob mit meinen dokumenten alles in ordnung ist sie sage ich müsste nochmals meinen ausweis mit selfie hochschicken obwohl ich das schon gemacht hatte und in meinem account akzeptiert wurde ich sollte es bitte an den kundenservice senden habe ich nun gemacht bis jetzt keine antwort .

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Dear duke241276,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Do I understand correctly that the verification hasn't been completed yet?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina.

Yes, I had already withdrawn 1500 before, although I had to wait a short while, but everything went smoothly and without verification.

Yes, all three withdrawals say "waiting for processing" and have been for over 4 weeks.

And I was playing with a non-sticky bonus, so I already had a big win with my real money and I immediately deleted the non-sticky bonus, so I did everything right.

Best regards

Daniel S***

Hallo Kristina .

Ja habe mir davor schon 1500 auszahlen lassen da musste ich zwar auch kurz warten hat dann aber alles reibungslos gepasst und das ohne veriefizieren.

Ja bei allen drei auszahlungen steht warte auf bearbeitung und das seit über 4 wochen

und ich habe mit einem non sticky bonus gespielt , also hatte schon einen großen gewinn mit meinem echt geld und den non sticky bonus habe ich dann sofort gelöscht also alles richtig gemacht.

Beste grüße

Daniel S***

Thank you for your reply, duke241276. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?

The last payment was on May 12th, 2026, and it took about 7 days. I deposited with Visa and paid out via bank transfer, and it always worked before, but now they're causing these problems; it's just annoying.

Am 12.05 . 2026 war die letzte zahlung hat auch so um die 7 tagen gedauert habe mit visa eingezahlt und mit banküberwiesen ausgezahlt und es hatte ja auch immer geklappt aber nun mache die solche probleme es nervt nur noch .

There's news: all three payouts were cancelled today after a six-week wait. I can't upload anything to my account anymore, even though it still says I need to verify my account. Therefore, I can't request any new payouts. I sent all the documents again by email two days ago, but haven't received a reply yet. I think I can write off my money.

Es gibt neuigkeiten die ganzen 3 auszahlungen wurde heute stoniert nach 6 wochen warten , in meinem account kann ich nichts mehr hochladen obwohl immer noch drinne steht ich soll mich veriefiezieren deswegen kann ich auch keine neuen auszahlungen mehr beantragen habe vor 2 tage nochmal alle dokumente per mail geschickt bis jetzt keine antwort ich glaube ich kann mein geld abschreiben .

Hello duke241276,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I apologize for my late response, duke241276. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello Kristine, I'll send you by email what I last received from this casino.

Hallo Kristine ich schicke es ihnen per mail was ich als letztes von diesem casino bekommen habe .

Hello, I received the first 500 euros today, and there are still 500 euros outstanding. I gambled away the rest, but I will definitely avoid this casino because there were simply too many problems regarding payouts and verification. Thank you again for your help.

Hallo habe heute die ersten 500 euro erhalten stehen jetzt noch 500 aus , den rest habe ich verspielt aber ich werden auf jedenfall dieses casino meiden weil es einfach zu viele probleme gab was auszahlung und veriefizierung betrifft ich bedanke mich noch mal für die hilfe von euch .

Thank you for the update. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

The money has arrived, as I said, thank you again for your help. As I said, I will avoid this casino, it simply caused me too much stress and nerves.

Best regards.

Geld ist angekommen wie gesagt bedanke mich nochmal für ihre hilfe .Wie gesagt werde aber dieses casino meiden hat mich einfach zu viel stress und nerven gekostet.

Beste grüße.

Dear duke241276,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru