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This provider promised me a payout within 24 hours. Unfortunately, there was no payment even days after that, probably because the provider saw that I only lost at the provider's sister casinos. The payouts can still be canceled after several days. When I lost a lot, a VIP manager was immediately made available to me as a contact person who should also help with payouts. I do not receive any information as to why the payment via bank is simply not being carried out. Obviously, you don't want to close the case either. The account is verified, I have never used bonuses. In the chat I was even told that the payout was being processed right now. That is an outright lie, however.

Von diesem Anbieter wurde mir eine Auszahlung innerhalb von 24 Stunden zugesagt. Leider ist auch Tage danach keine Auszahlung erfolgt, vermutlich, da der Anbieter gesehen hat, dass ich bei den Schwester Casinos des Anbieters ausschließlich verloren habe. Die Auszahlung sind weiterhin nach etlichen Tagen stornierbar. Als ich viel verloren habe wurde mir sofort ein VIP Manager als Ansprechpartner zur Verfügung gestellt, der auch bei Auszahlungen helfen soll. Ich erhalte keinerlei Info, warum die Auszahlung via bank einfach nicht durchgeführt wird. Man will den Fall offensichtlich auch nicht abschließen. Das Konto ist verifiziert, Boni habe ich nie genutzt. Im Chat sagte man mir sogar, die Auszahlung wurde genau jetzt bearbeitet. Das ist allerdings eine glatte Lüge.

Dear Stefan,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

The payout is still pending and just not being processed. The provider hopes that I will cancel this as I only lost in the sister casinos.

Die Auszahlung schwebt weiterhin und wird einfach nur nicht bearbeitet. Der Anbieter hofft, dass ich diese storniere, da ich in den Schwester Casinos nur verloren habe.

I fully understand your frustration, Stefan. However, I will set the timer for additional 6 days and if there’s no development by Monday (which will allow 10 days for the casino to process your withdrawals), we will intervene. Let’s stay positive and wait for the good news regarding your withdrawals. Thank you in advance for your patience.

The casino has finally agreed to pay out after I sent the complaint to them. So the case can be closed. Thanks for the help

Das Casino hat nun, nachdem ich die Beschwerde an sie versendet habe, endlich eingewilligt auszuzahlen. Der Fall kann also geschlossen werden. Danke für die Hilfe

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Stefan, for your confirmation, and please don’t hesitate to contact us 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