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I've been waiting for a payout for months. The support keeps saying that the payout is being checked. The payment history is always in progress.

I have completed all the required KYC checks.

Ich warte seid Monaten auf eine Gewinn Auszahlung. Der Support sagt immer wieder das die Auszahlung geprüft wird. Im Zahlungsverlauf steht durchgehend in Bearbeitung.

Alle benötigten KYC Prüfungen habe ich geleistet.

Hello Benjamin,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casinobtc.bet. Please allow me to ask you a few more question before we would move forward.

Were those your first withdrawal requests in the casino? Since when exactly is your account fully verified? Is your current balance generated from real money or did you use any bonus?

When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

It is the "casinobtc.bet".

Not about that

Lucky Creek Casino!

No, it was my second application, the first was for a profit of €500. Since more than 2 months passed without success with the first withdrawal request of €500, I canceled it.

I then played down to €200 and then submitted a new withdrawal request, which is now more than 2 months old.

My account has been fully verified since the beginning of my registration and all KYC checks have been completed.

The profit came from a deposit of €20 with 400%.

I reached the required xWagger amount on the first payout attempt.

So after canceling the €500 payout, I played with real money and reduced the amount from €500 to €200.

So it's €200 real money which hasn't been paid out for 2 months.

The casino support always answers, but it's always the same standard texts. In the first 2 months it was said "the payment must be checked".

After that, the support apologized and sent a message to the finance department 3-4 times.

Today's status when contacting support gives the message that;

"A complaint has been sent to the finance department" and I should again wait to be contacted.

Kind regards;

shock

Es handelt sich um das "casinobtc.bet".

Nicht um das

"lucky creek Casino"!

Nein es war mein zweiter Antrag, der erste belief sich auf einen Gewinn von 500€. Da bei der ersten Auszahlungsanfrage von 500€ auch mehr wie 2 Monate verstrichen sind ohne Erfolg, habe ich diese abgebrochen.

Daraufhin habe ich auf 200€ herunter gespielt und dann einen erneuten Auszahlungsantrag gestellt, dieser ist nun auch mehr wie 2 Monate alt.

Mein Konto ist seid Anfang meiner Anmeldung vollständig verifiziert und alle KYC-Prüfungen abgeschlossen.

Der Gewinn entstand aus einer Einzahlung von 20€ mit 400%.

Den benötigten xWagger Betrag habe ich bei dem ersten Auszahlungsversuch erreicht.

Nach der Stornierung der 500€ Gewinnauszahlung habe ich also mit Echtgeld gespielt und den Betrag von 500€ auf 200€ herunter gespielt.

Also sind es 200€ Echtgeld welche seid 2 Monaten nicht ausgezahlt werden.

Der Casino Support antwortet immer, doch sind es immer die gleichen Standart Texte. In den ersten 2 Monaten hieß es "die Auszahlung muss geprüft werden".

Danach hat sich der Support entschuldigt und eine Mitteilung an die Finanzabteilung gesendet das ganze 3-4mal.

Der heutige stand beim Kontakt mit dem Support ergibt die Mitteilung das;

"Eine Beschwerde an die Finanzabteilung geleitet wurde" und ich erneut warten soll bis ich kontaktiert werden.

Mit freundlichen Grüßen;

Skock

Hello Benjamin and thank you for all the details. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

OK, yes I hope there will be a solution.

OK, ja ich hoffe das es zu einer Lösung kommt.

Hello, Benjamin,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casinobtc.bet's representative to join this conversation and participate in the resolution of this complaint.

Dear Casinobtc.bet Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

I hope there is a solution.

Ich hoffe es kommt zu einer Lösung.

We would like to ask Casinobtc.bet to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

The status of my withdrawal has finally changed, from "in process" the status changed to "accepted"

Let's see if it pays off.

Der Status meiner Auszahlung hat sich endlich geändert, von "in Bearbeitung" änderte sich der Status zu "akzeptiert"

Mal sehen ob es Ausgezahlt wird.

Hello, Benjamin,

Yes, in the meantime, I was in contact with a casino representative. She ensured me that she will try to fix it and will let me know about the news soon.

So, great news! I am glad your issue finally moved forward. Probably it helped.

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.

I am extending the timer now and providing the casino with a few more business days to process the withdrawal.

Please let us know as soon as you receive the payment.

The case can be closed, casinobtc.bet has paid out.

Thank you very much, I don't think this would have happened without you🤗

Der Fall kann geschlossen werden, das casinobtc.bet hat ausgezahlt.

Vielen Dank, ich denke ohne sie wäre das nicht passiert🤗

Great news! Thank you, Benjamin, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru