The player from Lower Saxony has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.
DrueckGlueck Casino DE - Withdrawal of player's winnings has been delayed.
Amount: €420
DrueckGlueck Casino DE
Safety Index:HighSafety Index
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8.6
DrueckGlueck Casino DE has a Safety Index of 8.6, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I have problems with my verification. I verified my account on 08/04/2022 uploaded ID card, bank card. The ID card was accepted, but the bank card was rejected again and again after repeated submissions. I do not know why. I also uploaded my proof of address, which was accepted. I deposited using an Apple Pay virtual debit card, which runs through my bank account. So I don't have a credit card for this, just a bank statement of the payments. On September 1st, 2022 I made a payment of 420 euros. The operator advertises that it takes 11 hours to process them. It's been 41 hours now. I tried to contact support, they said the payment is in progress. But I didn't get anything by email or anything else. It still says the payout is pending! The casino does not react at all by email, it is also advertised that the time of 12 hours is provided until the support reports. I am already very disappointed, I like the games in the casino very much and have already deposited a lot. I got lucky and nothing happened. I don't know anything from other casinos that this takes so long. Most of the time, withdrawals and processing times were no longer than 24 hours.
Automatic translation:
Public
Public
2 years ago
Dear kathi92,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
