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I have been waiting for my €700 payout since June 4th, 2024. Initially, I was given excuses in the chat, but for about a week now, I can't reach anyone in the chat, or it won't even open. There's also no response to my messages. My documents and everything are in order. What can I do now if I can't talk to anyone???

Ich warte seit dem 04.06.2024 auf meine Auszahlung von 700 Euro. Anfangs wurde ich im Chat immer noch vertröstet und seit ca einer Woche krieg ich keinen mehr in den Chat, bzw. lässt sich dieser erst gar nicht öffnen. Auch auf Nachrichten erfolgt keine Reaktion. Meine Papiere und alles sind ok. Was kann ich jetzt noch tun, wenn ich da mit niemanden reden kann???

Dear suseundstrolch,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Ok, thank you very much for the answer..

Ok, ganz vielen Dank erstmal für die Antwort..

So, today I received an email about the payout. I hope it works.. Thanks

So, heute hab ich eine Mail über Auszahlung erhalten. Ich hoffe, es klappt auch.. Danke

Could you please specify what was written in the email you received?

***RETURN SUCCESSFUL

Dear Susan,

We are pleased to inform you that your withdrawal request has been successfully processed and your withdrawal is on its way.

Your payment should be available in your bank account within the next 3-5 business days, depending on your bank.

Treat yourself to something nice and visit us again soon for more fun and games.***

***RÜCKNAHME ERFOLGREICH

Lieber susanne,

Wir freuen uns, Ihnen mitteilen zu können, dass Ihr Auszahlungsantrag erfolgreich bearbeitet wurde und Ihre Auszahlung auf dem Weg ist.

IIhre Zahlung sollte innerhalb der nächsten 3-5 Werktage auf Ihrem Bankkonto verfügbar sein, je nach Ihrer Bank.

Gönnen Sie sich etwas Schönes und besuchen Sie uns bald wieder für mehr Spaß und Spiel.***

So, it's done, the money is there.. Thank you. LG

So, kann zu, das Geld ist da.. Dankeschön. LG

Dear suseundstrolch,

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,

Veronika

Casino.Guru