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Completed withdrawals never arrived; one withdrawal of €390 was completed on November 5th and another of €390 was completed on November 7th, but these never appeared in the account. Where did the money go?

abgeschlossene Auszahlungen sind nie angekommen, einmal 390euro abgeschlossen am 5. 11 und 390euro abgeschlossen am 7. 11 sind nie auf dem Konto angekommen. Wo ist das Geld hin?

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Dear Jorgneu,

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

To reiterate in detail: The withdrawal of €390 from October 26th was completed on November 5th, but the money never arrived. Similarly, the second withdrawal of €310 from November 3rd, completed on November 7th, also failed to arrive. Only the casino, or rather the bank that issued the payment, can clarify this, as they have the transaction data to investigate where the money went.

Noch mal im Detail, Auszahlung vom 26.10, 390€ wurde abgeschlossen am 5.11 aber Geld ist nie eingegangen und die zweite Auszahlung vom 3.11 310€ abgeschlossen am 7.11 sind auch nicht angekommen. Klären kann das nur das Casino, bzw die vom Casino austahlende bank well diese die Transaktionsdaten hat um nach zuforschen wo das Geld hingegangen ist

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

Dear Jorgneu,

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,

Attila