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Please help me!!

I'm from Germany, but unfortunately I can't change it.

I requested two withdrawals on December 22, 2025, as only 400 euros are possible per transaction.

On December 24, 2025, I received €200 via bank transfer. Nothing happened after that. On December 26, 2025, I canceled the €400 withdrawal and requested a credit card payout, as my bank transfer was no longer working. They claim my IBAN is incorrect, even though it is. After all, the previous transfer was made to that account.

Then nothing happened again. Until today. I've contacted KYC support twice already and haven't received a response.

Today I cancelled the payout again and tried once more to have it paid out to my credit card.

I would be very grateful if I could receive feedback that my payment would finally be processed after so many days and would arrive in my account.

I am also sending you an overview of the emails I have sent to this casino.

And today's feedback from the casino: I keep being referred to the finance department, and they simply aren't getting back to me. It's like I'm being ignored.

I've been fully verified there since December 22, 2025, having completed all the required steps. A payout has already been processed, although my first payout was €400 and the second, smaller payout was processed first. For whatever reason.

Please help me.

Bitte helfen Sie mir!!

Ich komme aus Deutschland kann es aber leider nicht abändern.

Ich habe am 22.12.25, 2 Auszahlungen beantragt da pro Transaktion nur 400 Euro möglich sind.

Am 24.12.25 habe ich via Banking 200 Euro erhalten. Danach hatte sich nix mehr getan. Am 26.12.25 habe ich dann die Auszahlung von 400 Euro storniert und es per Kreditkarten Auszahlung beantragt. Da Banking nicht mehr funktionierte. Angeblich stimmt meine IBAN nicht obwohl es die korrekte ist. Denn man hat ja zuvor auch auf diese überwiesen.

Anschließend tat sich wieder Nix. Bis zum heutigen Tage. Ich habe schon 2 mal den kyc.Support kontaktiert und auch da keine Rückmeldung erhalten.

Heute habe ich nun nochmal die Auszahlung storniert und erneut den Versuch unternommen es auf meine Kreditkarte auszahlen lassen zu können.

Ich wäre Ihnen sehr dankbar wenn ich eine Rückmeldung bekommen könnte das man meine Auszahlung nunmehr nach so vielen Tagen endlich bearbeiten würde und auch bei mir ankommen würde.

Anbei sende ich Ihnen auch eine Übersicht meine gesendeten Mails an dieses Casino.

Und die heutige Rückmeldung vom Casino. Man wird immer wieder an das Finanz Department verwiesen und die melden sich einfach nicht zurück. Wie wenn man Ignoriert wird.

Ich bin dort auch seit dem 22.12.25 vollständig verifiziert mit allem was man von mir verlangte. Denn es erfolgte ja schon eine Auszahlung. Auch wenn meine erste Auszahlung 400 Euro war und man die 2te Auszahlung mit dem kleineren Betrag zuerst auszahlte. Warum auch immer.

Bitte helfen sie mir.

Important notice:

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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.

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Dear elle2203,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal process.

To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• Can you log in to your account now?
• Did you receive any error messages when attempting to submit your withdrawal requests?
• Have you checked with your bank or credit card provider about any possible issues with receiving funds?
• Can you provide any further details on the communication you had with KYC support? (e.g., dates, responses)
• Have you tried using any alternative payment methods besides bank transfer and credit card?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Hello,

Yes, I can log into my account. There was only an error message when applying for a bank transfer with the IBAN. When I tried again to have it paid out to my credit card, it worked immediately.

Yesterday evening, KYC support informed me that they do not work on weekends and public holidays, and therefore the payout might be delayed. They assured me, however, that they were working diligently to process it quickly. The reply came after more than seven days.

It would be nice if the money would arrive in my account.

Hallo,

ja ich kann mich in meinem Account anmelden. Es gab nur bei der Antragstellung mit Banküberweisung bei der IBAN eine Fehlermeldung. Auf erneuten versuch es auf Kreditkarte auszahlen zu lassen funktionierte es sofort.

Gestern Abend schrieb mir der KYC Support nur das sie an Wochenenden und Feiertagen nicht arbeiten würden. Und daher die Auszahlung in Verzug geraten kann. Sie aber mit Hochleistung daran arbeiten würden es schnell abzuwickeln. Die Antwort kam nach über 7 tagen.

Wäre halt schön wenn das Geld auf meinen Konto eingehen würde.

Dear elle2203,

Thank you for your reply and for providing the previous details.

• Could you please provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send all documents to [email protected] or post your screenshots to this thread.
• Additionally, has anything changed regarding your withdrawal since our last communication?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please include a screenshot of your withdrawal history in this thread.

Thank you again for your cooperation.

Best regards,

Petra

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

Dear elle2203,

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,

Petra