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On August 29th, I requested a withdrawal. My account is fully verified and the withdrawal was supposed to take only 3 days. After multiple correspondences with the casino, they claimed the withdrawal was processed on August 30th. I have not received any money yet and feel like I am just being delayed while they supposedly check this.

Am 29.08. habe ich die Auszahlung angefordert. Mein Konto ist voll verifiziert und die Auszahlung solle angeblich nur 3 Tage dauern. Nach mehrmaligem Schriftwechsel mit dem Casino, soll die Auszahlung bereits am 30.08. erfolgt sein. Ich habe bisher noch kein Geld erhalten und werde gefühlt nur hingehalten, dass sie dies prüfen.

Dear 7m2w54zm5q,

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

The payout was 1 week ago and according to their terms and conditions it should only take 0-48 hours. My account was fully verified before the withdrawal request.

I have been in contact with the casino for days, but I always get the same pre-written answer that they are checking it. But nothing happens

Die Auszahlung ist 1 Woche her und laut deren AGBs soll es nur 0-48 Stunden dauern. Mein Konto war vor Auszahlungsanfrage voll verifiziert.

Ich bin seit Tagen auch im Austausch mit dem Casino, aber es kommt immer nur die selbe vorgefertigte Antwort, dass sie es prüfen. Es passiert jedoch nichts

Have you made any successful withdrawals from this casino before, or is it the first time you are trying to withdraw your winnings?

Did you accumulate your winnings with or without an active bonus?

What games did you play?

Dear 7m2w54zm5q,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.