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I have been waiting since 04.06.2024 for my withdrawal, but absolutely nothing has happened. I have contacted the live chat multiple times, but they always just tell me that I will definitely receive my money, yet they can't give me a timeframe.

Ich warte jetzt seitdem 04.06.2024 auf meine Auszahlung, aber absolut nichts passiert. Ich habe den livechat mehrfach kontaktiert der mir aber immer nur sagt das ich mein Geld aufjedenfall erhalten werde, aber sie mir keinen Zeitrahmen nennen können.

Dear Macknufi,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello, my withdrawal was approved on June 10, 2024. But today the €400 was suddenly back in my gaming account. I didn't get an email saying that an error had occurred.

I contacted the live chat today and they said that the payout provider had a system error and that I should make a new withdrawal.

But I couldn't make a withdrawal because it said I had to wager the deposit once. But I had already done that.

The live chat said they would make a manual withdrawal and asked for my bank details and they said I would receive the money now. But there are still €400 in my gaming account and I haven't received an email. I suspect they want me to gamble away the play money.

Please help me get my money. I have all the live chat transcripts.

Hallo, meine Auszahlung wurde am 10.06.2024 genehmigt. Heute waren aber plötzlich die 400€ wieder auf mein Spielkonto. Ich habe keine email bekommen, dass ein Fehler unterlaufen ist.

Ich habe heute den Live Chat kontaktiert, die meinten das der Auszahlungsanbieter einen Systemfehler hatte und ich eine neue Auszahlung machen soll.

Ich konnte aber keine Auszahlung machen, da dran stand das ich die Einzahlung 1x umsetzten muss. Das hatte ich aber bereits.

Der Live Chat hat gesagt die machen eine manuelle Auszahlung und haben nach meinen Bankdaten gefragt und die meinen das ich das Geld nun erhalte. Aber es sind immer noch 400€ auf meinen Spielkonto und ich habe keine email erhalten. Ich vermute die möchten, dass ich das Spielgeld verspiele.

Bitte helfen Sie mir mein Geld zu erhalten. Ich habe die ganzen Live Chat Protokolle.

You can delete my complaint.

Sie können meine Beschwerde löschen.

Thank you for your reply, Macknufi. Do I understand correctly that the issue has been resolved?

Dear Macknufi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.