Casinolo Casino - プレイヤーの引き出しが遅れています。

Hello

At this casino, you can withdraw €500 daily. After a good day, I started on March 27, 2025, and submitted a €500 withdrawal request. I submitted the next two withdrawal requests on the following two days. Unfortunately, since this casino only accepts three pending withdrawals, that's it for now. All three withdrawals have not been processed yet. The live chat just keeps telling me not to worry, the money will still arrive. Unfortunately, I'm worried that the money will still arrive. Can you possibly help me with this?

Hallo

In diesem Casino kann man täglich 500 Euro auszahlen. Nach einem guten Tag habe ich am 27.03.25 also angefangen und einen 500 Euro Auszahlungsantrag gestellt. An den 2 darauf folgenden Tagen habe ich die nächsten 2 Auszahlungsanträge gestellt. Da dieses Casino leider nur 3 ausstehende Auszahlungen akzeptiert war es das bis jetzt. Alle 3 Auszahlungen sind bis jetzt nicht bearbeitet worden. Der Livechat sagt immer nur man soll sich keine Sorgen machen da das Geld noch kommt. Leider habe ich die bedenken das das Geld noch kommt. Können Sie mir da eventuell weiterhelfen?

Dear Hender114,

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?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello

Thank you for your quick response.

No, I have not received any payouts from this casino in the past either.

Verification wasn't necessary for me, I think that's because I paid with a credit card.

My winnings were generated without bonus funds.

Greetings Hender114

Hallo

Vielen Dank für Ihre schnelle Rückmeldung.

Nein ich habe auch in der Vergangenheit noch keine Auszahlung von diesem Casino bekommen.

Eine Verifizierung war bei mir nicht nötig, ich glaube das liegt daran das ich mit Kreditkarte eingezahlt habe.

Meine Gewinne wurden ohne Bonusguthaben erwirtschaftet.

Gruß Hender114

Thank you for your response. Could you please share with me all the communication between you and the casino's customer support regarding the delay in the processing of your payment? My email address is veronika.f@casino.guru. Alternatively, you may post screenshots directly here in the thread.

Unfortunately, this casino doesn't even respond to my emails. So, I have no proof of support. A few days ago, I contacted support with a general question using an unregistered email address and received a response within a day. When I then asked why the payouts were taking so long, the contact person was again unwilling to respond. Unfortunately, the live chat is deleted when the conversation ends.

Leider antwortet dieses Casino nicht mal auf Emails von mir. Habe also keinerlei Nachweise. Habe vor einigen Tagen mal mit einer nicht registrierten Emails Adresse den Support angeschrieben und eine allgemeine Frage gestellt und innerhalb eines Tages eine Antwort bekommen. Als ich dann gefragt habe warum die Auszahlungen so lange dauern war leider der Kontakt wieder nicht zu einer Antwort bereit. Der Livechat ist bei Beendigung der Gespräche leider gelöscht.

Thank you very much, Hender114, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you for your help

Vielen Dank für Ihre Hilfe

Hello Hender114,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Casinolo Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which Hender114 can expect his withdrawal to be processed?

There's another €8,500 in my player account that I'd also like to have. I hope we can manage it this year.

Auf dem Spielerkonto liegen weitere 8500€ die ich auch gerne hätte. Ich hoffe wir schaffen das dieses Jahr noch.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

After a four-week wait, the requested payouts finally arrived. I'm now waiting for the next payouts. It's a shame it's all taking so long.

Support still hasn't responded to my email, I don't think anyone will comment on this.

Die beantragten Auszahlungen sind nach 4 Wochen Wartezeit endlich bei mir angekommen. Warte jetzt auf die nächsten Auszahlungen. Schade das das alles so lange dauert.

Der Support antwortet auch immer noch nicht auf meine Email, denke nicht das sich hier jemand dazu äußern wird.

Hello Hender114,

I am happy to hear things have moved in the right direction, albeit with a long delay. I will leave this complaint open until your money is paid out. Please keep us updated on any new developments.

Thank you

I'd be interested to hear what the casino has to say about this, but I'm not holding out much hope.

Vielen Dank

Mich würde schon interessieren was das Casino dazu zu sagen hat aber ich mach mir da keine große Hoffnungen.

Dear Hender114,

we are extending the timer again, as we want to explore some other ways to establish contact with the casino. Are there any new developments on the matter? Please keep us updated.

Hello

More payouts are gradually coming in. The waiting time has been reduced from four weeks to two, but I'm glad things are starting to move forward.

Hallo

Nach und nach treffen weitere Auszahlungen bei mir ein. Die Wartezeit hat sich von 4 Wochen auf 2 Wochen verringert aber ich bin ja schon froh das sich da jetzt nach und nach was tut.

Dear All,

We are reaching out to confirm that withdrawal submissions initially referring to has been successfully proceeded and completed.

We would kindly request that you remain patient as we endeavor to complete your current withdrawal requests as soon as possible.

Furthermore, we sincerely apologize for any inconvenience that may have been caused by the delay.

Best regards,

Casinolo Casino Team

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

I'm gradually receiving more payouts.

I'm happy with how things are going now.

As far as I'm concerned, this case can be closed.

Bei mir treffen nach und nach weitere Auszahlungen ein.

Bin zufrieden wie es jetzt läuft.

Von mir aus darf dieser Fall abgeschlossen werden.

Dear Hender114,

I am happy to hear things are moving in the right direction. However, if you don't mind, I'd like to keep this complaint open until you confirm the last withdrawal is paid out.

Dear All,

We are pleased to inform you that all withdrawal submissions has been successfully proceeded and completed.

We would kindly request that you remain patient as we endeavor to complete your new withdrawal requests as soon as possible.

Best regards,

Casinolo Casino Team

Dear Hender114,

We are pleased to inform you that new withdrawal submissions has been forwarded to the appropriate department for processing, and you will receive your payment as soon as possible.

Best regards,

Casinolo Casino Team

Dear Casinolo Casino representative,

thank you very much for the update. I am confident the issue will be resolved in the near future.

Dear Hender114,

please let us know when you receive your funds.

I have received all requested payouts.

Thank you for your help

Ich habe alle beantragten Auszahlungen erhalten.

Vielen Dank für Ihre Hilfe

Dear Hender114,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Casinolo Casino for their involvement in the resolution process. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru