Casinolo Casino - Der Rückzug des Spielers hat sich verzögert.

Hello dear Casino Guru Team,

On August 6, 2025, I deposited €500 for the first casino welcome bonus (100% up to €500).

Real money and bonuses are separate at this casino. After losing my real money, I activated the €500 casino bonus.

https://casinolo1.com/de/promotions/casino/welcome-bonus

After meeting all the wagering requirements, I was able to request a withdrawal of €2,176, which I would like to withdraw. I have currently requested three €500 withdrawals on August 7, 2025.

No documents have been requested for verification yet.

However, since it's been 15 days since I submitted my withdrawal request, I've decided to file a complaint and hope you can help me resolve this matter.

Best regards,

Michael

Hallo liebes Casino Guru Team,

Am 6.8.2025 habe ich 500€ für den (100% bis zu 500€) 1. Casino Willkommens-Bonus eingezahlt.

Echtgeld und Bonus sind in diesem Casino voneinander getrennt. Nachdem ich mein Echtgeld verspielt hatte, habe ich den 500€ Casino Bonus aktiviert.

https://casinolo1.com/de/promotions/casino/welcome-bonus

Nachdem ich alle Umsatzbedingungen erfüllt hatte, konnte ich 2176€ zur Auszahlung beantragen, die ich gerne auszahlen möchte. Aktuell habe ich 3x 500€ zur Auszahlung am 7.8.2025 beantragt.

Bisher wurden noch keine Dokumente zur Verifizierung angefordert.

Da der Auszahlungsantrag aber nun schon 15 Tage her ist, habe ich mich entschlossen, eine Beschwerde zu schreiben und hoffe, sie können mir dabei helfen, diesen Fall aufzuklären.

liebe Grüße,

Michael

Hello,

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 better understand the situation.

• Have you contacted casino support and asked for an explanation for the delay? What response have you received?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Tomas,

Yes, I contacted the casino and asked why my requested withdrawals weren't being processed. I've just forwarded the response I received from the casino via email to you.

Kind regards,

Michael

Hallo Tomas,

ja, ich habe das Casino kontaktiert und gefragt, weshalb meine beantragten Auszahlungen nicht bearbeitet werden. Die Antwort, die ich vom Casino per Email erhalten habe, habe Ihnen soeben weitergeleitet.

Lieben Gruß,

Michael

Thanks for your reply.

Did the casino process one or more of the outstanding payouts?

Please let me know.

Hello Tomas,

No, no payout has been processed yet.

kind regards,

Michael

Hallo Tomas,

nein, bis jetzt wurde noch keine Auszahlung bearbeitet.

lieben Gruß,

Michael

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Popy71,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casinolo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear Popy71,

We kindly inform you that we are currently reviewing your request and the appropriate department has been notified and is actively addressing the matter.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Thank you for your patience and understanding.

Kind Regards,

Casinolo Casino Team

Dear Popy71,

I hope this message finds you well.

We have requested some documents for verification. Please upload them via the verification tab in your account at your earliest convenience.

Best regards,

Casinolo Casino Team

Hello Casinolo Casino Team,

I just uploaded the requested documents on your verification page.

kind regards,

Michael

Hallo Casinolo Casino Team,

ich habe gerade die angeforderten Dokumente auf ihrer Verifizierungs-Seite hochgeladen.

lieben Gruß,

Michael

Dear Popy71,

Please keep us updated of any further developments.

Best regards,

Attila G.

Dear all,

I hope this message finds you well.

We would like to inform you that the player's account has been verified and all the pending withdrawals have been successfully completed.

Best regards,

Casinolo Casino Team

Hello Attila,

I can confirm that the casino paid out 4x €500.

There is still €176 outstanding, which I applied for today.

kind regards,

Michael

Hallo Attila,

ich kann bestätigen, dass vom Casino 4x 500€ ausgezahlt wurden.

Offen sind noch 176€, die ich heute beantragt habe.

lieben Gruß,

Michael

Dear Popy71,

Thank you for the confirmation.

Please let us know once you have received all of your withdrawals so that we can close this complaint as resolved.

Thank you in advance.

Best regards,

Attila G.

Hello Attila,

I can confirm that everything has now been paid out. Therefore, the complaint can be closed.

Thank you for your support.

kind regards,

M******

Hallo Attila,

ich kann bestätigen, das nun alles ausgezahlt wurde. Die Beschwerde kann also geschlossen werden.

Vielen Dank für die Unterstützung.

lieben Gruß,

M******

Dear Popy71,

We're glad to hear that your issue has been resolved. 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, please 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,

Attila Gorkij

Casino.Guru