The player's withdrawal is delayed for a day. The complaint was closed as the player stopped responding.
DrueckGlueck Casino - The player's withdrawal is delayed.
Amount: €1,500
DrueckGlueck Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I submitted all my documents and they were all approved very quickly. Now it's about my payout of €1500.00, which, according to the terms and conditions, will be processed within 11 hours. Unfortunately this is not the case, I've been waiting since yesterday at around 11.15 a.m. For a confirmation.
The customer service is hardly available. Shortly thereafter I wrote a question at around 11.40 a.m. and only got an unsatisfied answer this morning at 7.45 a.m.
In my opinion, the exam is unnecessarily prolonged, which simply does not have to be the case. And within 11 hours it's not true at all.
It's about 1500€ after all
Automatic translation:
Public
Public
1 year ago
Hello kleinemandy2,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DrueckGlueck Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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Public
1 year ago
Translation
My documents were sent on November 30th. Successfully checked. Of course I have emails about this. I was in contact last time yesterday, but these are not satisfactory statements either.
The win was made without any bonus.
The terms state that a payout will be processed within 11 hours. Unless it is an amount of 5000 euros or more and that is not the case.
Edited
Automatic translation:
Public
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1 year ago
Translation
I will definitely not wait 14 days as then they are violating their own terms and conditions.
I have an amount of 1500 euros that needs to be approved within at least 24 hours.
I am very disappointed so I want my win and then I will avoid this casino in the future
Automatic translation:
Public
Public
1 year ago
Hello kleinemandy2,
Unfortunately there is nothing that could be done. All you can do is wait out the recommended period and if there wouldn't be any update, we could intervene.
