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I'm really frustrated here.

I won €500 through a bonus, and I haven't cashed it out. First, of course, there was the usual madness of verification. Everything's fine, it seems like that with every casino.

At some point, my profile was verified, and then my withdrawals were rejected due to an incorrect IBAN format. Support only gives standard answers and can't help. After six rejections and numerous chats with support, my withdrawal is now simply not being processed at all. Support isn't helping either, saying I just need to be patient.

Ich bin hier wirklich frustriert.

Ich habe durch einen Bonus 500€ gewonnen und diese werden nicht ausgezahlt. Erst kam natürlich der ganz normale Wahnsinn der Verifizierung. Alles gut ist ja gefühlt bei jedem Casino so.

Dann war mein Profil irgendwann verifiziert und dann wurden meine Auszahlungen abgelehnt wegen falschem IBAN Format. Der Support gibt nur Standard Antworten und kann auch nicht helfen. Nach 6facher Ablehnung und etlichen Chats mit dem Support wird meine Auszahlung nun einfach gar nicht mehr bearbeitet. Der Support hilft auch nicht und sagt man müsste Geduld haben.

Dear Hetol,

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

To assist you effectively, could you please provide more details regarding your issue?

• Have you made any successful withdrawals from this casino before?
• Have you made sure that you entered your IBAN correctly? How long have you been experiencing this problem?
• Have you tried selecting a different payment method to process your withdrawal request?
• Am I correct in understanding that you passed the full KYC verification?
• Have you received any alternative solutions or suggestions from the support team?

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

Best regards,

Veronika

Hello Veronica,

No, there has been no successful payout so far.

I have entered the IBAN correctly several times and the casino has my documents to verify this.

Yes, I changed the withdrawal method and since then my withdrawal has not been processed at all.

Attached is a screenshot where the service employee confirms that my account is verified.

There are no alternatives, you just have to be patient.

Thank you for your help.

Best regards

Helder T.

Hallo Veronika,

Nein, es gab bis jetzt keine erfolgreiche Auszahlung.

Ich habe die IBAN mehrfach korrekt eingegeben und das Casino hat Unterlagen von mir um das zu prüfen.

Ja, ich habe die Auszahlungsmethoge angepasst und seit dem wird meine Auszahlung überhaupt nicht mehr bearbeitet.

Anbei ein Screenshot, wo die Service Mitarbeiterin bestätigt das mein Konto verifiziert ist.

Es gibt keine Alternativen mann soll nur Geduld haben.

Vielen Dank für die Hilfe.

Mit freundlichen Grüßen

Helder T.

Could you please send me a screenshot of the error you see when you enter the IBAN into your profile?

Could you also kindly send me a screenshot of your transaction history showing the unsucessful withdrawals you made?

Dear Hetol,

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.