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Hello! I requested a withdrawal on Monday, and I still haven't received my money, and it's already Friday. It's not a small amount of money, and it still hasn't been approved. If I don't get my money today, then it will be the weekend, and withdrawals won't be processed. I need this money, and the withdrawal delays have happened many times already. Today is already the 5th day, and it should only take a maximum of 3 days according to the terms and conditions.

Hallo! Ich habe am Montag eine Auszahlung beantragt, ich habe mein geld immer noch nicht erhalten und es ist schon freitag. Es ist nicht wenig geld, es noch immer nicht genehmigt. Wenn ich mein geld heute nicht kriege dann kommt es schon Wochenende und dann gehen die Auszahlungen nicht. Ich brauche dieses geld und es ist schon vielmals passiert dass die Auszahlungen so viel sich verzögern. Heute ist schon die 5. Tag, es sollte maximal 3 tage lang dauern laut AGB.

Dear karmenenisz,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

The website says I don't need verification. This is very annoying because I need my money, they always say it takes up to 3 working days, but today is already the 5th day. A lot of money is at stake and I'm worried. I can't wait another week

Auf der Website steht dass ich keine Verifizierung brauche. Das ganze ist sehr ärgerlich da ich mein geld brauche, die sagen immer dass es bis zu 3 werktage dauert, heute ist aber schon die 5. Tag. Es geht um viel geld und ich mache mir sorgen. Ich kann nicht noch eine woche warten

I finally received it! Thank you

Ich habe es endlich erhalten! Danke

Dear karmenenisz,

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, 

Veronika Fritz 

Casino.Guru