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I am unable to withdraw my money using any of the provided methods. It says it's in processing and loads, but unfortunately, nothing happens afterward, and after a day it says the withdrawal was declined due to technical reasons. The support team is also not helping me further. I am from Germany and Puerto Rico.

Ich kann man Geld nicht auszahlen und das mit keiner den angegebenen Methoden. Es steht drauf das es in Bearbeitung ist und lädt. Leider passiert danach nichts und nach einem Tag steht, dass die Auszahlung abgelehnt wurde aus technischen Gründen. Der Support hilft mir auch nicht weiter. Ich komme aus Deutschland und Puerto Rico.

Dear Musti385,

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

Could you please specify which payment methods you selected to withdraw your winnings? Have you successfully verified each of these payment methods?

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

When was the last time you communicated with the casino regarding the problem with your withdrawals?

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

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello,

I tried it via normal bank transfer and via paysafecard. However, I would like to have it paid out via paysafecard.

I completed the KYC verification a few years ago, successfully. I have also had withdrawals in the past.

I spoke to support again today. The solution is that I should keep trying again.

Hallo,

habe es über die normale Banküberweisung und über paysafecard probiert. Jedoch würde ich gerne es über paysafecard auszahlen lassen.

Die KYC- Verifizierung habe ich schon vor paar Jahren durchgeführt, erfolgreich. Auszahlungen hatte ich in der Vergangenheit auch schonmal.

erst heute habe ich erneut mit dem Support gesprochen. Die Lösung ist das ich es immer wieder erneut probieren soll.

You are all the same you sons of bitches. Close this case, all the money is gone. I don't recommend anyone to play on this site, it's all a scam.

Ihr seit alle gleich ihr hurensöhne. Schließt diesen Fall ab das ganze Geld ist weg. Ich empfehle niemanden auf dieser Seite zu spielen, alles Betrug.

Dear Musti385,

I’m sorry to hear about the challenges you've faced with your winnings. After reviewing your case, I regret to inform you that we are unable to assist further, and we will need to close this complaint at this time.

In the future, if you're able to resist the temptation to keep playing with your winnings, we may be able to offer more help in similar situations. We always aim to provide support, but it’s important to manage your balance thoughtfully to ensure that we can act on your behalf when needed.

I must also caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

Please don’t hesitate to reach out if you encounter any other issues with this or any other casino. We’ll be happy to assist you to the best of our abilities.

Thank you for your understanding, and I wish you the best in your gaming journey.

Best regards,

Veronika

Casino.Guru Complaint Resolution Center