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I would like to file a formal complaint regarding a significantly delayed payout at bwin.

Yesterday, May 4th, I requested a withdrawal of €125. In the past, my withdrawals were always processed within minutes. Such a long delay is therefore incomprehensible to me.

I have contacted customer service several times and have repeatedly received the information that:

- my payout is already in the final processing phase

- the payout should be completed within a maximum of 24 hours

This deadline has now passed without any payment being made.

Instead, I was later told there was a "technical problem" with bank transfers, but without a specific timeframe or transparent explanation. The information I received is contradictory and insufficient.

I find this situation unacceptable, especially since I was previously assured of a clear processing time.

Should the payment not be made promptly or should no clear and binding information be provided, I will be forced to refer the case to the relevant supervisory and arbitration bodies.

I therefore demand:

- a clear and comprehensible explanation for the delay

- a binding statement about the current status

- a specific indication of when the payment will be completed

Thank you for your support.

Ich möchte eine formelle Beschwerde bezüglich einer erheblich verzögerten Auszahlung bei bwin einreichen.

Gestern am 04.05. habe ich eine Auszahlung in Höhe von 125 EUR beantragt. In der Vergangenheit wurden meine Auszahlungen stets innerhalb weniger Minuten bearbeitet. Eine derart lange Verzögerung ist daher für mich nicht nachvollziehbar.

Ich habe den Kundenservice mehrfach kontaktiert und dabei wiederholt die Information erhalten, dass:

- sich meine Auszahlung bereits in der letzten Bearbeitungsphase befindet

- die Auszahlung innerhalb von maximal 24 Stunden abgeschlossen sein sollte

Diese Frist ist inzwischen verstrichen, ohne dass eine Auszahlung erfolgt ist.

Stattdessen wurde mir später ein „technisches Problem" bei Banküberweisungen genannt, jedoch ohne konkrete Zeitangabe oder transparente Erklärung. Die erhaltenen Informationen sind widersprüchlich und unzureichend.

Ich halte diese Situation für inakzeptabel, insbesondere da mir zuvor eine klare Bearbeitungszeit bestätigt wurde.

Sollte die Auszahlung nicht zeitnah erfolgen oder weiterhin keine klare und verbindliche Auskunft gegeben werden, sehe ich mich gezwungen, den Fall an zuständige Aufsichts- und Schlichtungsstellen weiterzuleiten.

Ich fordere daher:

- eine klare und nachvollziehbare Erklärung für die Verzögerung

- eine verbindliche Auskunft über den aktuellen Status

- eine konkrete Angabe, wann die Auszahlung abgeschlossen wird

Vielen Dank für Ihre Unterstützung.

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If anything seems suspicious, contact us directly.

Stay safe.

Dear karmenenisz,

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 within 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,

Tomas

It's done, it can be deleted. Thank you!

Es ist erledigt, kann gelöscht werden. Danke!

We’ve closed this complaint in accordance with the player’s explicit request.

While we are sorry that we could not offer more assistance in this particular case, we fully respect the player’s decision.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access, or anything else, our team is ready to assist.

If you change your mind or feel you need our support, we will be here to help.