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I've been waiting for my payout of 710.00 euros for 29 days now.

According to the casino's terms and conditions, processing takes 7-21 working days, which I was repeatedly told in the chat. These have now elapsed and the chat's response is "There may be occasional delays". I see this as an excuse as the casino is violating their own T&Cs.

I have fulfilled all other payout conditions of the casino's terms and conditions (e.g. no limit on the payout amount if you have deposited more than 200.00 euros in total).

Please help me, I don't know what else to do.

Many Thanks.

Ich warte seit mittlerweile 29 Tagen auf meine Auszahlung in Höhe von 710,00 Euro.

Laut der AGB des Casino dauert die Bearbeitung 7-21 Werktage, was mir auch immer wieder im Chat mitgeteilt wurde. Diese sind nun verstrichen und die Antwort des Chats lautet "Es kann vereinzelt zu Verzögerungen kommen". Ich sehe das als Ausrede an, denn das Casino verstößt gegen seine eigenen AGB.

Alle weiteren Auszahlungsbedingungen seitens der AGB des Casinos sind meinerseits erfüllt (z.B. keine Begrenzung der Auszahlungssumme, wenn man insgesamt mehr als 200,00 Euro eingezahlt hat).

Bitte helft mir, ich weiß nicht, was ich da noch machen kann.

Vielen Dank.

Hello deragionaer,

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

Could you please advise if your account is already verified and is yes, since when exactly? 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?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

thank you very much for the quick reply. I was verified just one day after I registered. Although I had used the welcome bonus, I played it down to EUR 0.00 and then continued playing with real money. The prize is therefore earned with real money. The last contact I had was today with an employee in the chat (see screenshots sent at the beginning). I had asked when the withdrawal request will finally be processed, since the time specified according to the terms and conditions has passed. Unfortunately, I only got a standard answer again and was put off.

Warm greetings

Hallo Nick,

ganz lieben Dank für die schnelle Antwort. Ich war bereits einen Tag nach meiner Anmeldung verifiziert. Ich hatte zwar den Willkommensbonus genutzt, ihn aber auf 0,00 Euro runtergespielt und anschließend mit Echtgeld weitergespielt. Der Gewinn wirde folglich mit Echtgeld erspielt. Den letzten Kontakt hatte ich heute mit einer Mitarbeiterin im Chat (siehe anfangs gesendete Screenshots). Ich hatte gefragt, wann denn die Auszahlungsanfrage nun endlich bearbeitet wird, da die angegebene Zeit laut AGB verstrichen ist. Leider bekam ich wieder nur eine Standardantwort und wurde vertröstet.

Liebe Grüße

Dear deragionaer,

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of CasinoWin.bet to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from CasinoWin.bet. I wish I could be of more help.

The casino can reopen this complaint anytime.