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I won € 600 yesterday and wanted to pay out, which was rejected because my account has not yet been verified, then I requested all documents to be sent by email. I have been waiting for over 24 hours for a message to be sent but not happening in live chat I am not told exactly how long it will take to check my documents, I can only request a payment if my account is confirmed!

I think one should inform the customer more precisely and the verification of the documents accelerate more than 24 hours is definitely too long

Ich habe gestern 600€ gewonnen und wollte auszahlen , diese wurde mir abgelehnt weil mein Konto noch nicht verifiziert ist , dann habe ich verlangt alle Dokumente per Email gesendet nun warte ich seit über 24 Stunden darauf das ich eine Nachricht erhalte aber nicht geschieht , im livechat sagt man mir auch keine genauen Aussagen wie lange die Überprüfung meiner Dokumente dauert , eine Auszahlung kann ich erst beauftragen wenn mein Konto bestätigt ist !

ich finde man sollte den Kunden genauer informieren und die Überprüfung der Dokumente beschleunigen mehr als 24 Stunden ist definitiv zu lang

Dear Isco33,

Thank you for submitting your complaint. I’m very sorry to hear about your problem. Please understand that the verification process is a complex one. The casino wants to make sure, that they send the winnings to the rightful owner, and several steps are required to complete this thorough process. It is nothing unusual if it takes 7-10 working days. The delay also might be caused by fact, that situation in the world is challenging for everyone – even for casinos.

I would suggest you to wait a few more days (let’s say 7 days) and if no one gets in touch with you during this time period, we will try our best to help you.

Best regards,

Kristina

The casino uses it to advertise the documents within 2 working days. In the meantime it has been 3 days for me and nothing has happened! When I contact Live Support I am told that they have a lot to do and I should wait, but then they shouldn't advertise with them, that's not fair to the player!

Das Casino wirbt damit innerhalb von 2 Werkstagen die Dokumente er verifizieren mittlerweile sind es bei mir 3 Tage und nichts passiert ! Wenn ich den Live Support kontaktieren wird mir gesagt das sie viel zu tun haben und ich warten soll , aber dann sollen sie damit nicht werben , das ist dem Spieler gegenüber nicht Fair !

Isco33, I completely understand your frustration and no one should promise what they cannot fulfill, however, I would kindly like to ask you to be patient and wait for a few more days and if your account isn't successfully verified, we will try to get in touch with the casino and find out what's going on.

I would be very happy if you help me with the matter and contact the casino!

Ich würde mich sehr freuen wenn ihr mir bei der Angelegenheit helft und euch mit dem Casino in Verbindung setzt !

Thank you very much Isco33 for a reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Isco33,

I looked at your complaint and will do my best to help you. Withdrawal process is a long term business, after verification it will go through fraud department and then the withdrawal will be processed. Please, be so kind and wait couple of days, considering current situation. If you won’t receive your withdrawal, let me know and we can invite Casino to the conversation. Thank you for understanding.

Dear Isco,

Have you received 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.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.