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I requested a withdrawal on 4/24/22. This was also approved on April 27th. To date I have not received any credit on my bank account. When I asked in the live chat, I was informed that the payout had been instructed.

Ich habe am 24.04.22 eine Auszahlung beantragt. Diese wurde am 27.04 auch genehmigt. Bis heute hab ich keine Gutschrift auf meinem Bankkonto. Auf Nachfrage im live Chat wurde mir mitgeteilt das die Auszahlung angewiesen wurde.

Dear rietza,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account or it has been processed but never reached you? Have you received a transaction tracking number from the casino?

Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

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

Best regards,

Petronela

Yes. The money didn't reach me. I did not receive a transaction tracking number.

Ja. Das Geld hat mich nicht erreicht. Eine Transaktionsverfolgungsnummer habe ich nicht erhalten.

Thank you, rietza, for the update. Could you please advise which payment method you have opted for to have your winnings paid?

by Bank transfer

per Banküberweisung

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

Hello rietza,

I looked at your complaint and will do my best to help you. I would like to invite Cabarino Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Thank you very much

Dankeschön

Hello,

Our team is checking the case.

When we have more information we will give feedback.

Best Regards,

Cabarino Casino

I have now been sent a document that proves the transfer and I should go to my bank with it.

Mir wurde jetzt ein Dokument gesendete das die Überweisung nachweist und damit soll ich zu meiner Bank gehen.

The information is correct but I have no money in the account

Die Angaben sind korrekt aber ich habe kein Geld auf dem Konto

my bank has a gambling payout

meine Bank hat die Auszahlung wegen Glücksspiel

Now the money is probably lost. I've never had problems like this before

Jetzt ist das Geld wohl verloren. Ich hatte solche Probleme noch nie

Payment has been made.

Auszahlung ist erfolgt.

Dear rietza,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru