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I made a withdrawal on 12/24/22 at 03:00, since then my withdrawal has been held and not processed for 4 working days. After long discussions with live support, I got banned from live support and now I have to sit there with no information, still waiting for my money. Since it is a crypto transfer, the question arises why does it take so long.

I was sent an email on December 25th, 2022 asking whether I would agree to the 8% fee, which I agreed to and I wrote back as such. since then there has been no information and in live support there was always the answer we have escalated it. Asap, it's being worked on in the ass.

Ich habe eine Auszahlung am 24.12.22 um 03:00 gemacht, seither wird meine Auszahlung zurück gehalten und 4 Arbeitstage wird es nicht bearbeitet. Nach langen Diskussionen mit dem Live-Support wurde ich vom Live Support gesperrt und muss jetzt Informationslos da sitzen und warte immer noch auf mein Geld. Da es eine Crypto Überweisung ist kommt die Frage auf wieso dauert das so lange.

Mir wurde am 25.12.22 eine Mail gemacht, ob ich einverstanden sei mit 8% Fee, mit welcher ich einverstanden war und habe dies auch so zurückgeschrieben. seither kommt keine Info und im Live Support kam immer die Antwort wir haben das eskaliert. Asap wird das bearbeitet am Arsch.

Dear bobotmiljan,

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

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hello bobotmiljan,

Have there been any developments since our last conversation, please? 

Dear bobotmiljan,

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 rejecting 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.