Realz Casino - Вывод средств игроком задерживается.

Unfortunately, the casino cannot tell me why my withdrawal has not been received.

I have received confirmation of the two payouts: one of €1500 and one of €1000.

Two subsequent payments have already been received without any problems.

Leider kann mir das Casino nicht sagen warum meine Auszahlung nicht eingegangen ist.

Habe die Bestätigung der 2 Auszahlungen 1x1500€ und 1x1000€ erhalten.

2 spätere Auszahlung sind ohne Probleme bereits eingegangen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Gluecksmaus,

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,

Kristina

The payout has already been completed. As I mentioned, two subsequent payouts I made have already been credited to my account. Now I just want to know where the money from the already completed payout is (normally the money is still in the account on the same day). The payout was approved on May 11th.

Die Auszahlung wurde ja bereits abgeschlossen. Wie gesagt sind 2 Auszahlungen die ich danach gemacht habe bereits auf meinem Konto eingegangen. Jetzt will ich nur wissen wo mein Geld von der bereits abgeschlossenen Auszahlung ist (normal ist das Geld immer noch am selben Tag am Konto) die Auszahlung wurde bereits am 11.5. bewilligt

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

Dear Gluecksmaus,

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,

Kristina