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I requested a payment of €300 on January 30, 2026.

The status has since been marked as "completed".

My bank has confirmed in writing that no payment has been received.

For over 14 days, I have only received the information from live support that my request has been "forwarded to the responsible team".

I have not yet been given a SEPA reference or a specific transfer date.

I request clarification, either through a renewed payment or by providing valid proof of payment.

Ich habe am 30.01.2026 eine Auszahlung in Höhe von 300 € beantragt.

Der Status ist seitdem als „abgeschlossen" markiert.

Meine Bank hat schriftlich bestätigt, dass keine Zahlung eingegangen ist.

Seit über 14 Tagen erhalte ich vom Live-Support lediglich die Information, dass meine Anfrage „an das zuständige Team weitergeleitet" wurde.

Eine SEPA-Referenz oder ein konkretes Überweisungsdatum wurde mir bisher nicht mitgeteilt.

Ich bitte um Klärung, entweder durch erneute Auszahlung oder durch Vorlage eines gültigen Zahlungsnachweises.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Harrypotter,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello,

Yes, I have already made several payments.

Everything should be verified since I've already made many payouts.

No bonus active

Hallo,

ja ich habe bereits öfters ausgezahlt.

müsste alles verifiziert sein da ich ja schon oft ausgezahlt habe

keinen Bonus aktiv

Thank you for your reply, Harrypotter. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?

Hello, my last payment was on January 30, 2026, and always the same payment method, i.e., bank transfer.

Hallo, meine letzte auszalung war am 30.01.26 und immer die gleiche Auszahlungsmethode also Überweisung.

Could you please attach a screenshot of your withdrawal history in this thread so we can review it?

Additionally, please forward all relevant correspondence between you and the casino to [email protected], or you may post it here. Once we have that information, we’ll review it and advise on the next steps. Thank you in advance.

Hello Harrypotter,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Harrypotter,

I apologize for my late response. Has there been any news since your last message, please?

Hello, no, you still haven't sent me the money. I urgently need your help to finally get the 300 euros.

Best regards

Tom Ö***

hallo nein sie haben mir das geld immernoch nicht geschickt bitte dringend um ihre hilfe das die 300 Euro endlich mal kommen.

Mit Freundlichen Grüßen

Tom Ö***

Could you share the confirmation of the payment with me or post it here? Do I understand correctly that you requested the withdrawal to a different bank account?

Please forward the confirmation that the payment was processed to another bank account to me. My email address is [email protected], or post it here. Thank you.

Hello Harrypotter,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru