I recently won € 200,000! Unfortunately, the casino does not allow you to withdraw amounts higher than the € 1500 / week! I would have to wait almost 3 years for my money before I received it in full! Contacted customer service but my concerns were always rejected by management! Additional payment for an extra fee was also denied! I would like to continue playing, but with such an amount I would like to have the payout before I continue to invest

Ich habe kürzlich 200.000€ gewonnen! Leider l?sst das Casino nicht zu, h?here Betr?ge als die 1500€/Woche auszuzahlen! Ich müsste knapp 3 Jahre auf mein Geld warten bevor ich es komplett ausgezahlt bekommen habe! Habe mit dem Kundendienst Kontakt aufgenommen, aber mein Anliegen wurde immer von der Gesch?ftsführung abgelehnt! Auch zus?tzliche Auszahlung für eine extra Gebühr wurden verneint! Würde gerne weiterspielen, aber bei so einem Betrag m?chte ich gerne erst die Auszahlung haben bevor ich weiter investiere

Dear Dennis,

Thank you very much for submitting your complaint. Firstly, allow me to congratulate you on your great win. Secondly, I’m sorry to hear about your problem while withdrawing it. We will contact the casino and ask for their cooperation, but, before we to so, please could you specify if you have accumulated your winnings with a regular play or from a progressive jackpot? Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi there,

yes, it was regular games such as with books! If you still need any documents or screenshots of the prizes I can send them to you!

Thank you very much

Hallo, 

ja es waren regul?re Spiele wie z.B mit Büchern! Falls Sie noch irgendwelche Unterlagen oder Screenshots von den Gewinnen ben?tigen kann ich diese Ihnen zukommen lassen!

vielen Dank 

Thank you very much Dennis for providing all the necessary information. I will transfer now your complaint to my colleague Matej 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 Denis.

I have checked the casino T&C's and indeed €1500 per week is the limit. Additional withdrawals only work if you do not exceed the €1500 per weeks. So for example, if you make five withdrawals of €200 for the last one you need to pay an extra fee (4 withdrawals per month are free) I can only recommend you to continue withdrawing €1500 each week, there is nothing that we can do with this. Having extra €6000 per month for the next three years sounds good for me, so don't gamble the money.

hello, from that point of view it's not bad either! But won't my account be blocked if I stop playing? Have you often heard that the account is deactivated if it is used too little?

hallo, so gesehen ist es ja auch nicht schlecht! Aber wird mein Konto nicht gesperrt wenn ich nicht mehr spielen werde? Habe oft geh?rt das bei zu geringer Benutzung das Konto deaktiviert wird?

This should not happen:

18.1. If you have not placed any transactions using your Account for a continuous period of 180 days, your Account will be deemed inactive and will be closed. Once the account has been closed the account balance will be forfeited.

I believe that withdrawal is also transaction, but in case that you are super scared, just once per 5 months deposit €20 and wager them 3x.

Thank you for your efforts

Vielen Dank für Ihre Bemühungen 

Sure, you are welcome.

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.