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Hello had wanted to withdraw € 800 was rejected because I could not transfer it to Mastercard. So I gave my visa and it said it would take a maximum of 24 hours, now I'm waiting 36 hours and the payout has still not been confirmed. My account is fully verified. Allegedly in the field for proof of address was my passport which was wrong but the employee in the chat always has other people ready to excuse. It's getting really annoying

Hallo hatte 800€ auszahlen lassen wollen wurde abgelehnt, weil ich sie nicht auf Mastercard überweisen können. Also habe ich meine visa angegeben und es hieß dauert maximal 24 Stunden jetzt warte ich bereits 36 Stunden und die Auszahlung wurde immer noch nicht bestätigt. Mein Konto ist voll verifiziert. Angeblich war in dem Feld für adressnachweis mein Pass was aber nicht stimmte der Mitarbeiter im Chat hat immer andere ausreden parat. Langsam nervt es gewaltig

Dear Heiko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you.

Meanwhile, have you made any successful withdrawals before? Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Dear Heiko,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.