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Hello, I paid out 170 via trustly there on March 22nd and according to you, the payment has also been sent. However, to date there has been no money. I've been comforted every day since then and they say they're working on a solution. I had to send them unredacted bank statements to prove the money never arrived.

trustly is there the next day at the latest, it never took 2 weeks.

Every day I'm in the chat and I'm stalled.

I'm starting to think that this casino no longer intends to pay me the amount

I ask for help

Hallo habe am 22 März 170 über trustly dort ausgezahlt und Auszahlung laut ihnen ist auch losgeschickt. Allerdings ist bis heute kein Geld da. Ich werde seitdem jeden Tag vertröstet und sie sagen sie arbeiten an einer Lösung. Ich musste ihnen ungeschwärzt Kontoauszüge senden um zu beweisen dass das Geld nie angekommen ist.

trustly ist spätestens am nächsten Tag da, das dauerte noch nie 2 Wochen.

Jeden Tag bin ich im Chat und werde hingehalten.

langsam glaube ich das dieses Casino nicht mehr vor hat mir den Betrag zu zahlen

ich bitte um Hilfe

Dear Nico,

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 or it has been sent but never reached you?

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. 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

According to the casino, however, it has been processing for 2 weeks and still nothing has arrived in the bank account.

So the 2 weeks that you mentioned are over today

Laut Casino verarbeitet aber das schon seit 2 Wochen und es ist immer noch nichts auf dem Bankkonto angekommen.

also die 2 Wochen sind genau heute rum die sie angesprochen haben

Thank you very much, Nico, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@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 Nico,

I looked at your complaint and will do my best to help you. I would like to invite Live Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Nothing more will come here. Advise everyone not to play at this casino. I don't get any more answers and the money is probably gone. Despite MGA license. Big cinema 👍👍

Hier wird wohl nichts mehr kommen. Rate jedem davon ab bei diesem Casino zu spielen. Bekomme keine Antworten mehr und das Geld ist wohl weg. Trotz MGA Lizenz. Ganz großes Kino 👍👍

Hello everyone,

Let me explain the situation.

We have processed the player's withdrawal order on March 22th. Unfortunately, the payment has not been formed on the side of the payment processor. The issue has been escalated immediately to the relevant department to figure out what the best option we could advise the player. That's why it extra time to find the solution to the problem the played faced.

Once the winning amount had been reversed, we informed the player via email to request a new withdrawal order using the following option : Bank Transfer.

As I can see, a new request has been successfully processed on our side today. Bank transfer takes 3 business(!) days + 5-7 days on the bank side.

Dear Nico, I appreciate you making us aware of your issue. We strive to provide the excellent service in a timely manner, and I apologize for any inconvenience caused. Please let our casino know if you have any additional questions, concerns, or comments.

Money arrived today too. Thanks for the edit, don't want to do your casino wrong either. But from March 22nd to April 13th is almost 1 month. I would have liked the casino to compensate me for waiting as a gesture of goodwill, but you can't have everything.

Anyway, the money is there

Geld ist heute auch angekommen. Danke fürs bearbeiten, will euren Casino auch kein Unrecht tun. Aber vom 22 März bis zum 13 April ist fast 1 Monat. Da hätte ich mir vom Casino noch aus Kulanz eine Entschädigung fürs warten gewünscht, aber man kann nicht alles haben.

Geld ist jedenfalls da

Dear Nico,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru