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I made a deposit and received a bonus. I successfully cleared this bonus, so the entire amount was transferred to my real money account. Then I wanted to withdraw the money. Initially, I was able to make three withdrawals of €500 each, for a total of €1,500. I thought that was fine, since I wanted to withdraw another €1,070 later until the entire balance was paid out.

Since then, I've been in daily contact with the casino. Each time, I'm told to be patient because there are supposedly problems—but they don't tell me specifically what I can do to speed up the process. They keep assuring me that my money is safe and that I'll definitely get it.

But now more than 16 days have passed, and today they just kept me waiting again.

Ich habe eine Einzahlung gemacht und dafür einen Bonus bekommen. Diesen Bonus habe ich erfolgreich freigespielt, sodass der gesamte Betrag auf mein Echtgeldkonto übertragen wurde. Anschließend wollte ich das Geld auszahlen lassen. Zunächst konnte ich drei Auszahlungen à 500 € vornehmen, also insgesamt 1.500 €. Das fand ich in Ordnung, da ich ja später noch einmal 1.070 € auszahlen lassen wollte, bis das gesamte Guthaben ausgezahlt ist.

Seitdem stehe ich täglich mit dem Casino in Kontakt. Jedes Mal werde ich vertröstet, ich solle Geduld haben, da es angeblich Probleme gibt — aber sie sagen mir nicht konkret, was ich tun kann, um den Prozess zu beschleunigen. Sie versichern mir immer wieder, dass mein Geld sicher sei und ich es auf jeden Fall bekommen werde.

Mittlerweile sind aber schon über 16 Tage vergangen, und auch heute haben sie mich wieder nur hingehalten.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you kindly send me a link or a screenshot of the bonus you activated and played with?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I have not yet requested a withdrawal, and none have been successfully processed so far.

According to my account, no verification is required. This was also the case with other online casinos, and withdrawals there worked without any problems.

According to my account I am verified:

It says: It looks like your account doesn't need to be verified. Have fun with our games!

Ich habe bisher noch keine Auszahlung beantragt, und bis jetzt wurde auch noch keine erfolgreich durchgeführt.

Laut meinem Konto ist keine Verifizierung erforderlich. Das war auch bei anderen Online-Casinos so, und dort haben die Auszahlungen problemlos funktioniert

Laut Konto bin ich verifiziert:

es steht: Es sieht so aus, als ob dein Konto nicht verifiziert werden muss. Viel Spaß mit unseren Spielen!

Unfortunately, your summary is not entirely correct.

So far I have not received any money in my account.

I'm still waiting for the €1,500 so I can then have the remaining amount paid out — which will probably take just as long again.

Leider ist Ihre Zusammenfassung nicht ganz korrekt.

Bis jetzt habe ich noch kein Geld auf meinem Konto erhalten.

Ich warte nach wie vor auf die 1.500 €, damit ich anschließend auch den Restbetrag auszahlen lassen kann — was vermutlich ebenfalls wieder so lange dauern wird.

I still haven't received a payout and have been waiting for three weeks. I haven't heard anything from the casino except for the live chat, and I always get the same answers.

Ich habe immer noch keine Auszahlung und warte jetzt schon 3 Wochen. Ich höre von den Casino nichts außer ich gehe in den Live Chat und bekomme immer die gleichen Antworten.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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

Dear Dome1108,

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,

Jana

We’ve reopened this complaint at the request of Dome1108. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

On my first attempt, I requested three €500 withdrawals. Two of these requests were rejected without a clear explanation – only one was finally paid out after a wait of over three weeks.

Now I've applied for €500 three more times – and again, nothing has happened. More than 14 days have now passed without a payout or any response.

The entire process seems extremely slow, non-transparent, and not very customer-focused. It's incomprehensible why you have to wait so long for your money or why withdrawals are arbitrarily rejected.

I am disappointed and hope that urgent work is being done to improve reliability and communication.

Ich habe beim ersten Versuch dreimal 500 € zur Auszahlung beantragt. Zwei dieser Anträge wurden ohne klare Begründung abgelehnt – nur einer wurde nach über drei Wochen Wartezeit endlich ausgezahlt.

Nun habe ich erneut dreimal 500 € beantragt – und wieder ist bisher nichts passiert. Mittlerweile sind mehr als 14 Tage vergangen, ohne dass eine Auszahlung erfolgt ist oder irgendeine Rückmeldung kam.

Die gesamte Abwicklung wirkt extrem langsam, intransparent und wenig kundenorientiert. Es ist nicht nachvollziehbar, warum man auf sein eigenes Geld so lange warten muss oder warum Auszahlungen willkürlich abgelehnt werden.

Ich bin enttäuscht und hoffe, dass hier dringend an der Zuverlässigkeit und Kommunikation gearbeitet wird.

Dear Dome1108,

Thank you for reaching out to us.

We would kindly like to apologize for the delay of your withdrawal requests.

Please be informed that regarding your cancelled withdrawal requests we can see that 2 were cancelled by you and 2 were cancelled by your financial provider.

Currently there are 3 open withdrawal requests.

We would kindly like to inform you that your payments have been forwarded with high priority and will be finalized in the nearest time.

We thank you for your patience and understanding.

Kind regards,

Bankonbet Casino Team

Dear Dome1108,

Thank you for reaching out to us.

We would kindly like to apologize for the delay of your withdrawal requests.

Please be informed that regarding your cancelled withdrawal requests we can see that 2 were cancelled by you and 2 were cancelled by your financial provider.

Currently there are 3 open withdrawal requests.

We would kindly like to inform you that your payments have been forwarded with high priority and will be finalized in the nearest time.

We thank you for your patience and understanding.

Kind regards,

Bankonbet Casino Team

Dear Dome1108,

We are happy to inform you that your previous withdrawal requests have been successfully complete.

We can see that you placed new requests. Please be informed that it can take up to three working days for the finalization of your payment.

Thank you for your understanding.

Kind regards,

Bankonbet Casino Team

Dear Dome1108,

have you received your funds from the casino?

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

Dear Dome1108,

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,

Jana