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Good day

I've been gambling for a few months and had suffered heavy losses. Last week I got lucky and made some winnings. Depositing the money wasn't a problem, but when I tried to withdraw my winnings (2326 euros) on Friday, it was credited back to my player account today, Monday. The transaction was cancelled. My account is verified; I've sent all the necessary information. Please help!

grüß gott

ich zocke schon seit paar monaten hatte viel verluste gemacht vorige woche hatte ich glück und konnte gewinne erzielen das einzahlen war kein problem als ich mein gewinne auszahlen wollte 2326 euro am freitag heute am montag wurde das wieder auf mein spielerkonto zurückgebucht es wurde storniert mein account ist verifiziert hab alle benötige daten geschickt bitte um hilfe

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Dear Ozgun91,

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

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

Dear Ozgun91,

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