The player from Germany requested a withdrawal, but it has not been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
The player from Germany requested a withdrawal, but it has not been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
The player from Germany requested a withdrawal, but it has not been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
My requested payment of 5000.00 euros is simply not paid out despite submission of all documents that are also confirmed. An answer to inquiries does not take place except consolations! Unfortunately, the reports seem to be correct and I hope you can help me. I had deposited without a bonus etc. so there were no conditions either!
Meine beantragte Auszahlung von 5000,00 Euro wird trotz Vorlage aller Dokumente die auch bestätigt sind einfach nicht ausgezahlt. Eine Antwort auf Nachfragen erfolgt nicht außer Vertröstungen ! Leider scheinen die Berichte da wohl zu stimmen und ich hoffe ihr könnt mir helfen . Ich hatte ohne Bonus etc eingezahlt also auch da keine Bedingungen !
Dear Marcel2504,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?
Thank you very much in advance for your reply.
Best regards,
Kristina
Dear Marcel2504,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?
Thank you very much in advance for your reply.
Best regards,
Kristina
thanks for the fast respond. So I paid out almost a week ago on Thursday and then uploaded the required documents straight away. This was followed by confirmation of these documents and the additional request to send a selfie with ID, which was not included in the first email. I did that on the same day. Nothing has happened since then and no more answers, the case is said to have been classified as prioritized but this was only said and is nowhere to be seen. A confirmation of the verification of the selfie was also no longer given.
danke für die schnelle Rückmeldung. Ich habe am Donnerstag also vor knapp einer Woche ausgezahlt und dann direkt die geforderten Dokumente hochgeladen. Daraufhin kam die Bestätigung bzgl dieser Dokumente und zusätzlich noch der Wunsch ein Selfie mit Ausweis zu schicken was in der ersten Mail nicht mit dabei stand. Das habe ich am gleichen Tag erledigt. Seit dem passiert nix und keinerlei Antwort mehr , angeblich ist der Fall als priorisiert eingestuft aber dies wurde nur gesagt und ist nirgendwo ersichtlich . Eine Bestätigung über die verifierting des Selfies ist auch nicht mehr erfolgt .
Thank you for your reply, Marcel2504. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
Thank you for your reply, Marcel2504. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
Ok, I'll be in the picture as soon as I can and I'll let you know if something is going on and otherwise they'll intervene after 14 days. thanks for the fast information
Ok da bin ich sobald im Bilde und melde mich wenn doch noch was vorangeht und sonst schreiten sie ja ein nach 14 Tagen . Danke für die schnelle Info
Hello, but I still have to ask. How is your experience at the casino? Did the payouts then at least take place? Because suddenly no one responds to emails and live chat is also off. Is an additional complaint about the Cuaracao regulator worth it?
Hallo aber ich muss noch am nachfragen . Wie sind die Erfahrung ihrerseits bei dem Casino ? Fanden die Auszahlungen dann wenigstens auch statt ? Weil auf Mails reagiert auf einmal niemand mehr und Live Chat ist auch aus . Lohnt sich eine zusätzliche Beschwerde über die regulierungsbehörde für cuaracao ?
Hello, just for information. I had reached someone in the chat but also only information it is in the final stages. Still no reply to emails. On Tuesday 22.3. then the 14 days are over.
Hallo nur zur Zwischeninfo. Im Chat hatte ich jemanden mal erreicht aber ebenfalls nur Auskünfte es ist in den finalen Zügen. Auf Mails weiterhin keine Antwort . An Dienstag den 22.3. sind dann die 14 Tage rum.
Great news! We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Great news! We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Dear Marcel2504,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
Dear Marcel2504,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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