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I requested a payout of €200 on March 27, 2026. The status was displayed as "successfully processed" shortly afterwards.

However, I have not received any payment to date.

Furthermore, since March 30, 2026, I have received no replies to my emails. After multiple inquiries, the live chat blocked me, so I can no longer reach any support.

I have not received any further requirements or information from the casino (e.g. KYC or additional verification) that could delay the payout.

I request assistance in clarifying this case and that the casino either:

provides a verifiable payment confirmation (including transaction ID) or

The payment is made immediately.

I can provide all relevant screenshots (payout, status "processed", communication) if required.

Ich habe am 27.03.2026 eine Auszahlung in Höhe von 200 € beantragt. Der Status wurde kurze Zeit später als „erfolgreich bearbeitet" angezeigt.

Bis heute habe ich jedoch keinen Zahlungseingang erhalten.

Seit dem 30.03.2026 erhalte ich zudem keinerlei Antworten mehr auf meine E-Mails. Der Live-Chat hat mich nach mehrfachen Nachfragen blockiert, sodass ich keinen Support mehr erreichen kann.

Ich habe keine weiteren Anforderungen oder Informationen vom Casino erhalten (z. B. KYC oder zusätzliche Verifizierung), die die Auszahlung verzögern könnten.

Ich bitte um Unterstützung bei der Klärung dieses Falls und darum, dass das Casino entweder:

eine nachvollziehbare Zahlungsbestätigung (inkl. Transaktions-ID) bereitstellt oder

die Auszahlung umgehend durchführt.

Alle relevanten Screenshots (Auszahlung, Status „processed", Kommunikation) kann ich bei Bedarf zur Verfügung stellen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Hazener,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I was never asked to perform a KYC check. When I contacted support about it, they said it wasn't necessary, as my account was fully verified.

I've been waiting for my credit card withdrawal for 13 days now AND the casino is completely ignoring me. They're not replying to my emails and the live chat has blocked me!

I haven't received a transaction ID or anything similar. Nothing is pending in my account. I think the transfer hasn't been initiated yet and someone is trying to scam me!

Sincerely, Hersener

Eine kyc Prüfung wurde nie von mir verlangt. Als ich den Support drauf anschrieb hieß es, bräuchte man nicht, mein Konto sei vollständig verifiziert.

Ich warte nun seit 13 Tagen auf meine Auszahlung via Kreditkarte UND werde vom Casino komplett ignoriert. Keine Antworten auf meine emails und der Live Chat hat mich blockiert !

Ich habe auch keine transaktions ID oder ähnliches bekommen. Nichts ist meinem Konto vorgemerkt. Ich denke das die Überweisung noch nicht angewiesen wurde und man versucht mich zu betrügen!

Mit freundlichen Grüßen Hersener

Thank you for your response.

I understand the 14-day waiting period. However, I would like to point out that my situation is not a standard delay.

Since 30 March 2026, I have received no responses from the casino at all, and I have been blocked from the live chat after repeatedly asking about my withdrawal.

This makes it impossible for me to communicate with the casino.

Therefore, I am concerned that this is not a normal processing delay, but a potential issue with the payment itself.

I will wait until the 14-day period has passed, but I kindly ask you to take this information into Account.

Dear Hazener,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No, I still haven't received a reply from the casino via email. No withdrawal has been made to my card or account. I remain blocked from the live chat. I am unable to contact the casino.

Nein, ich habe nach wie vor vom Casino keine Antwort per email erhalten. Es ist keine Auszahlung auf meine Karte oder mein Konto erfolgt. Vom Live chat bin ich weiterhin blockiert. Es ist keine Kontaktaufnahme zum Casino für mich möglich.

Dear Hazener, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

The money was paid out shortly after your case became active. My casino account was subsequently blocked.

Geld wurde kurz nachdem der Fall bei euch aktiv wurde ausgezahlt. Anschließend wurde mein Konto vom Casino gesperrt.

Dear Hazener,

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,

Karla Mayfly

Casino.Guru