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I requested 2 withdrawals on April 4, 2024 which have still not been processed.

The customer service did not respond when I followed up.

The KYC had already been completed.

Ich hatte 2 Auszahlungen am 04. April 2024 beantragt die noch immer nicht bearbeitet wurden.

Der Kundendienst antwortete nicht als ich nachfragte.

Das KYC war bereits abgeschlossen.

Hello anjakl317,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Puzzle Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello, my account has been verified for 3 weeks and I had not played with any bonus when I made the winnings.

Hallo, mein Konto ist schon seit 3 Wochen verifiziert und ich hatte mit keine Bonus gespielt als ich die Gewinne erzielte.

Hello,

I wrote to the chat again and unfortunately didn't get a response. A total of 310 euros needs to be paid out.

Best regards,

Anya

Hallo,

ich habe den Chat nochmal angeschrieben und bekomme leider keine Antwort. Es sind insgesamt 310 Euros die ausgezahlt werden müssten.

Viele Grüsse,

Anja

Hello anjakl317,

As stated above, withdrawals may take up to 14 days so please let us know by the end of week if there's any update regarding the case. If the money still won't arrive, we may try to intervene.

Ok, I'll get back to you. Thank you

Ok, ich melde mich dann. Vielen Dank

We’ve rejected this complaint as per the player’s explicit request to close his casino.guru account. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.