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Hi there,

I've been waiting for the payment for almost 2 weeks, the online support always says that it will be soon, but nothing is going on .. Account should be verified as far as possible ..

Hallo,

ich warte seit fast 2 Wochen auf die Auszahlung, der online support sagt immer das es bald soweit wäre aber es geht nichts voran.. Account sollte soweit verifiziert sein..

Dear xmatrixneo,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been fully verified? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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, particularly if it’s your first withdrawal. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I just got the payment confirmation by email. So it can be closed.

Habe gerade die Auszahlungsbestätigung per email bekommen. Kann also geschlossen werden.

Thank you, xmatrixneo, for the update. The least I can do is to keep this case opened till your further confirmation regarding successful withdrawal. Please let me know when you receive the payment.

I received the first withdrawal of € 500 and have now requested another withdrawal request of € 500 because I still have € 900 open and can only withdraw a maximum of € 500. That was a couple of days ago.

Ich habe die erste Auszahlung von 500€ bekommen und habe jetzt eine weitere Auszahlungsanfrage von 500€ beantragt, da ich noch 900€ offen habe und immer nur maximal 500€ auszahlen kann. Das ist jetzt schon ein paar Tage her.

Perfect. I'm delighted to hear about the progress. Please keep me informed.

I received the 2nd withdrawal of € 500 today and have now requested the final withdrawal request of € 435.

Ich habe die 2. Auszahlung von 500€ heute erhalten und habe jetzt die letzte Auszahlungsanfrage von 435€ beantragt.

Great. I'll be waiting for the last confirmation now.

Hello xmatrixneo,

Have there been any developments since our last conversation?

Dear xmatrixneo,

Have you received all your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

I have now received everything thank you. 🙂

Ich habe mittlerweile alles erhalten dankeschön. 🙂

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, xmatrixneo, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru