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Hello,

even though I submitted all the documents and my account is considered FULL verified, the casino won't let me withdraw.

EVERY time I ask, I get a different answer.

Sometimes it's the technology, sometimes I'm supposed to submit new documents (I've done everything).

I've asked support several times and haven't gotten a reasonable answer.

I ask you to help me.

Hallo,

obwohl ich alle Dokumente eingereicht und mein Konto als VOLL verifiziert gilt, lässt mich das Casino nicht auszahlen.

JEDES mal, wenn ich nachfrage wird mir eine andere Antwort geliefert.

Mal ist es die Technik, mal soll ich neue Dokumente einreichen (habe ich alles gemacht).

Ich habe mehrfach beim Support nachgefragt und bekomme keine vernünftige Antwort.

Ich bitte Sie, mir zu helfen.

Dear Dimo321,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello,

The problem is that I CAN'T request a withdrawal at all.

As soon as I try that, I get the error message I uploaded with it.

And as I said before, I have submitted all the required documents and they are already verified.

Hallo,

das Problem ist, dass ich überhaupt kaine Auszahlung anfordern KANN.

Sobald ich das versuche, kommt die Fehlermeldung, die ich mit hochgeladen habe.

Und wie bereits gesagt, ich habe alle erforderlichen Dokumente eingereicht und diese sind bereits verifziert.

Thank you very much, Dimo321, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Dimo321 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CasinoBuck for their help in resolving this complaint. We would like to know why can't the player request a withdrawal and if we can do anything to help them do so.

Thank you!

Dear Dimo321 and Casino Guru Team, 

Thank you for sharing this issue with us, we would be happy to help you resolve it as soon as possible.

The player is experiencing a problem with requesting a withdrawal of his funds, we have already reached out to Dimo321 and are investigating this situation.

However, we want to inform you that the player has not completed wager requirements on his deposit, which is a part of our Anti-Money Laundering policy. The player made a deposit, placed one bet and tried to make a withdrawal, which could be interpreted as money laundering. Nonetheless, we are loyal to our customers, and we have lowered the wager requirement this time for the player from x3 to x1. 

Dimo321, the information was provided to you via email, we kindly ask you to finish the requested wager and contact us afterward to withdraw the funds.

We hope that provided information would be helpful in resolving this complaint. If you have any additional questions, feel free to ask!

Best regards,

CasinoBuck Team

Hello,

yes, i got the email.

I played for €80 now, €70 was required.

But I still can't pay out.

Hallo,

ja, ich habe die Email bekommen.

Ich habe jetzt für 80€ gespielt, gefordert waren 70€.

Aber Auszahlen kann ich immer noch nicht.

Dear Dimo321,

We would be happy to help you make a successful withdrawal as a customer satisfaction is our top priority. 

As you have informed us earlier, you are experiencing some withdrawal issues. Therefore, in order to help you solve this problem we have asked you for some information by email for further investigation. We kindly ask you again to provide us with a screenshot of the problem from the "Withdrawal" tab with the console open (Ctrl+Shift+J). We are looking forward to your reply. 

If you experience any difficulties in providing us with requested information - please let us know and we will do our best to help you!

Feel free to contact us whenever you have any additional questions. We are available round the clock.

Kind regards,

Casinobuck team

Dear Dimo321,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.