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Good day, I have been waiting for my withdrawal since November 30, 2024, which makes it 12 days now. I have contacted the support team several times, but unfortunately without success. I keep getting the same response that my withdrawal is being handled with the highest priority. My status has been pending since day one, and I did not play with bonus money or anything similar.

Guten Tag, ich warte nun schon seit 12 Tagen auf meine Auszahlung (30.11.24), habe mich mehrmals ans Support Team gewendet aber leider ohne erfolg, immer wieder die selbe Aussage und das meine Auszahlung mit höchster Priorität behandelt wird. Mein Status ist seit Tag 1 auf Ausstehend, habe nicht mit Bonusgeld oder der gleichen gespielt.

Dear xXLeonLucasXx, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

Thank you in advance for your reply.

Best regards, 

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, I have passed the KYC verification, this would be my first withdrawal, but I still can't understand why it is taking so long. Now we are on day 13, status -> pending

Lg Leon-Lucas

Guten Tag, die KYC Verifizierung habe ich bestanden, dies wäre meine 1 Auszahlung, dennoch kann ich ich nicht verstehen das es so lange dauert. Nun sind wir bei Tag 13, Status -> Ausstehend

Lg Leon-Lucas

Thank you for your reply, xXLeonLucasXx. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello, in the attachment you will find a screenshot of the pending payment, I will send you the chat history via email immediately 🙂

We are now on day 16 and there is still no progress with the payout. I keep getting messages via live chat saying that the relevant department is working on it with the highest priority, or that I will enjoy my winnings in no time... that's what I've been hearing since day 6.

LG Leon-Lucas

Guten Tag, im Anhang finden sie ein Screenshot der Ausstehenden Auszahlung, ich werde ihnen gleich per Email, Chat Verläufe zu kommen lassen 🙂

Wir sind mittlerweile bei Tag 16 und es tut sich weiterhin nichts an der Auszahlung, per Live Chat kommen immer wieder Aussagen, dass die zuständige Abteilung mit höchster Priorität dran arbeitet, oder das ich meine Gewinne in kürzester Zeit genießen werde....das höre ich mir seit Tag 6 an..

LG Leon-Lucas

Thank you very much, xXLeonLucasXx, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, thank you for your help :)

Current status, we are on day 20 and still nothing has happened. Payment still pending.

Guten Tag, vielen Dank für ihre Mithilfe🙂

aktueller Stand, wir sind bei Tag 20 und es hat sich immer noch nichts getan. Auszahlung immer noch Ausstehend.

Dear xXLeonLucasXx,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 24Slots Casino representative to join this conversation.

Dear 24Slots Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka, 

The withdrawal request in question is already approved. The funds should be available in the player’s account, if not already.

Best regards, 

24Slots Casino 

Hello, I actually received my payment today. So we can close this case :)

LG Leon-Lucas

Guten Tag, ich habe tatsächlich heute meine Auszahlung bekommen. Damit können wir diesen Fall abschließen🙂

LG Leon-Lucas

Dear xXLeonLucasXx,

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, 

Mirka

Casino.Guru