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Hello, I previously made a withdrawal that was processed much faster than this time. Every time I contact them, they just tell me that I have to wait until the finance department processes it, as if I don’t already know that. But why do they pay out quickly one time and not so fast another time? Yesterday I received an email requesting a screenshot of my bank, which had already been verified. Of course, I sent it, but this is just unfair. They always get our money immediately, yet we constantly have to wait, no matter which casino it is or where we play. It’s always the same. We have to wait days, weeks, or even months for our money, but they always get theirs right away.

Hallo also ich hatte schon mal eine Auszahlung die viel viel schneller als diese bearbeitet wurde jedes Mal schreiben die nur dass ich warten muss bis die Finanzabteilung das bearbeitet hat als ob ich das nicht selber weiß aber warum zahlen die einmal schnell aus und einmal nicht so schnell dann habe gestern eine E-Mail im postfach wo ich auf einmal noch ein Screenshot meiner Bank die schon verifiziert war schicken soll was ich natürlich auch gemacht habe auf jeden Fall finde ich es nicht fair die haben auch immer gleich unser Geld und wir müssen immer ständig warten egal bei welchem Casino egal wo man spielt es ist immer wieder dasselbe man muss Tage Wochen sogar Monate auf unser Geld warten aber die haben unser Geld immer gleich

Dear Littlemanson,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Yes, the thing is, but on September 17th I had already made a withdrawal on a credit card where I got a response, or rather it was cancelled and I was sent an email saying that my payment provider was not available and that's why the withdrawal was cancelled and that I should please use a different withdrawal method, which I then did and now, as I said, it's been seven days since I requested this, it can't be that they do what they want every time.

Ja das Ding ist aber ich hatte am 17.09 auch schon eine Auszahlung gemacht auf kreditkarte wo ich eine Antwort bekam bzw diese abgebrochen wurde und mir eine E-Mail geschrieben wurde wo drin stand das mein zahlungsanbieter nicht erreichbar gewesen wäre und die Auszahlung deswegen abgebrochen wurde und ich bitte eine andere Auszahlung Methode nutzen soll was ich dann auch tat und jetzt ist es wie gesagt schon sieben Tage her dass ich diese beantragt habe es kann doch nicht sein dass jedes Mal die machen was sie wollen

They paid out everything

Die haben alles ausgezahlt

Dear Littlemanson, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru