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On August 18, 2026, I requested a withdrawal of €500 to my bank account from the casino. Today is August 31, 2026, and I have not yet received the withdrawal.

What's particularly frustrating is that I've already made several successful withdrawals from this casino using the exact same bank account. In the past, these withdrawals were always processed and paid out within about three business days. So it's neither a new payment method nor an account that has caused problems before.

Since requesting the payment, I have been repeatedly put off. My inquiries have only yielded general and obviously standardized responses stating that there are supposedly delays and that I will receive feedback "soon." No one has yet been able to provide a concrete explanation as to why the payment has been delayed for almost two weeks, or a specific processing date.

I have tried several times to get a clear answer, but each time I am fobbed off with the same copy-and-paste responses.

Unfortunately, this gives me the impression that my withdrawal is being unnecessarily delayed. Based on my previous experience with this casino, there have never been any problems with withdrawals to this bank account. Therefore, I don't understand why the current withdrawal is suddenly taking so long and why the casino is unable to give me a concrete answer.

Am 18.08.2026 habe ich bei dem Casino eine Auszahlung in Höhe von 500 € auf mein Bankkonto beantragt. Heute ist der 31.08.2026, und ich habe die Auszahlung bis heute nicht erhalten.

Besonders ärgerlich ist, dass ich über genau dasselbe Bankkonto bereits mehrfach erfolgreich Auszahlungen bei diesem Casino vorgenommen habe. In der Vergangenheit wurden diese Auszahlungen immer innerhalb von etwa drei Werktagen bearbeitet und ausgezahlt. Es handelt sich also weder um eine neue Zahlungsmethode noch um ein Konto, das bisher Probleme verursacht hat.

Seit der Beantragung der Auszahlung werde ich jedoch immer wieder vertröstet. Auf meine Nachfragen erhalte ich lediglich allgemeine und offensichtlich standardisierte Antworten, dass es angeblich Verzögerungen gebe und ich „bald eine Rückmeldung" erhalten würde. Eine konkrete Erklärung, warum sich die Auszahlung inzwischen seit fast zwei Wochen verzögert, oder einen konkreten Zeitpunkt für die Bearbeitung konnte mir bisher niemand nennen.

Ich habe mehrfach versucht, eine klare Auskunft zu erhalten, werde aber jedes Mal mit denselben Copy-and-Paste-Antworten abgespeist.

Für mich entsteht dadurch leider der Eindruck, dass meine Auszahlung unnötig hinausgezögert wird. Nach meinen bisherigen Erfahrungen mit dem Casino gab es bei Auszahlungen auf dieses Bankkonto nie Probleme. Daher ist für mich nicht nachvollziehbar, warum die aktuelle Auszahlung plötzlich so lange dauert und warum das Casino nicht in der Lage ist, mir eine konkrete Auskunft zu geben.

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Dear jorsi101,

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’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.

• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please post screenshots of any relevant correspondence between you and the casino regarding the withdrawal delay?

Thank you very much in advance for your reply.

My KYC verification is complete. I also won the entire amount without any bonus. It's exactly the same payout as a few days ago, except that previous payout was processed much faster.

Meine KYC Verifizierung ist vollständig. Ich habe außerdem das Geld vollständig ohne Bonus gewonnen. Es ist genau die selbe Auszahlung wie paar Tage zuvor, nur das diese Auszahlung zuvor deutlich schneller bearbeitet wurde.

Dear jorsi101,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Ayberk, (ayberk.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear jorsi101,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Ayberk