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On June 23, 2026, I requested a withdrawal of €300. After more than 10 days of processing time, the withdrawal was rejected and the amount was credited back to my player account.

Despite repeated inquiries, I have not received a clear and comprehensible explanation. Instead, I was given contradictory information about the reason for the rejection.

I have fully verified my account and request the withdrawal of my legally won funds. I am currently still waiting for my winnings to be processed and paid out.

Am 23.06.2026 habe ich eine Auszahlung über 300 € beantragt. Nach mehr als 10 Tagen Bearbeitungszeit wurde die Auszahlung abgelehnt und auf mein Spielerkonto zurückgebucht.

Trotz mehrfacher Nachfragen habe ich keine klare und nachvollziehbare Begründung erhalten. Stattdessen wurden mir widersprüchliche Informationen über den Grund der Ablehnung gegeben.

Ich habe mein Konto vollständig verifiziert und fordere die Auszahlung meiner rechtmäßig gewonnenen Gelder. Aktuell warte ich weiterhin auf die Bearbeitung und Auszahlung meiner Gewinne.

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Dear Thrylos85,

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

Update: Payouts 2 and 3 were completed within a few hours.

Update: Auszahlung 2 und 3 wurden innerhalb von wenigen Stunden abgeschlossen.

No further tasks at the moment.

Aktuell kein weiteres To-Do.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Thrylos85,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla