DrueckGlueck Casino - Player’s withdrawal has been delayed.

Hi, I submitted a withdrawal to PayPal on the site over 36 hours ago, which is still showing in the account as pending, for some reason in multiple duplicates of the same request and with status: Player pending (see attached images). It says on the site that withdrawals are processed within a few hours - I am fully verified and have completed 2 withdrawals on the site previously.

The chat function seems to be completely broken or stuck because I am not getting any response at all, even an automated response. I have sent an email, which also has not been responded to. There is a phone number on the help section of the website that goes to a hotel in Germany, which is extremely strange? Can someone help please?

Dear sbeercan,

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

Hi Kristina, the withdrawal has now been processed - the complaint can be closed.

I hope DG casino can start to improve their communication times.

Dear sbeercan,

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