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Hello,

I have been waiting for the payout of my winnings for days now. I deposited €300 without a bonus and was able to win €1000. My account has already been verified and I wanted to withdraw the money. The status has been pending for days and no one is available either via live chat or email. I unfortunately assume that my money is simply being withheld.

Hallo ,

seit Tagen warte ich auf meine Auszahlung von meinem Gewinn. Ich habe ohne Bonus 300€ eingezahlt und konnte 1000€ Gewinnen. Mein Konto ist bereits verifiziert und wollte das Geld auszahlen lassen. Der Status ist seit Tagen auf ausstehend und es ist weder jemand über dem Live Chat oder per E-Mail erreichbar. Ich gehe leider davon aus das mein Geld einfach einbehalten wird.

Dear Stake1997,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Stake1997,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.