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On June 18, I requested a payout, but it simply hasn't been processed. Despite repeated inquiries, I'm always told that it's been forwarded to the manager and the finance department, but nothing happens. Instead, they give me paragraphs stating that they have the right to delay the payment.

Am 18.6 habe ich eine Auszahlung beantragt die aber einfach nicht bearbeitet wird . Trotz mehrfacher Nachfrage wird mir immer nur gesagt das es an den Manager und der Finanzabteilung weitergegeben wurde aber nichts passiert. Stattdessen kommen die lir mir Paragraphen in denen steht das die das recht haben die Zahlung hinauszuzögern

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Thank you for your patience, and stay safe.

Dear Ramona93,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru