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I've tried several times to withdraw €800. That's the maximum amount I can withdraw. I've tried about seven times in the last month. The withdrawals have been automatically canceled each time. The VIP advisors and customer service are a disgrace; they all give you the same old message. Sorry, I'll forward it, blah blah blah. It's always the same.

Ich habe jetzt mehrfach versucht 800€ auszuzahlen. Das ist das Maximum zum auszahlen. Seit 1 Monat ungefähr ca. 7 mal versucht. Immer wieder wurde die Auszahlung Automatisch storniert. Eine Frechheit der VIP Berater, der Kundenservice alle vertrösten einen mit dem gleichen. Entschuldigung ich leite es weiter bla bla bla. Immer das gleiche.

Dear KingKong88,

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?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Yes, I have received successful payouts before. That was a long time ago.

Yes, KYC verification passed.

No, without an active bonus.

Ja ich habe schonmal erfolgreiche Auszahlungen erhalten. Das ist sehr lange her.

Ja kyc Verifizierung bestanden.

Nein ohne aktiven Bonus.

Thank you for your reply, KingKong88. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Dear KingKong88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru