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Hello,

I paid out 2x 1000€ on February 13th, 2023 and got the approval on the same day, but the money has not arrived in my bank account until today (February 23rd, 2023).

I sent my bank statement to support 72 hours ago as proof so they can contact the payment system (SEPA). Till now I still haven't got my money or any answer from payment system.

Best regards

Hallo,

ich habe am 13.02.2023 2x 1000€ ausgezahlt und am gleichen Tag noch die Genehmigung bekommen, aber das Geld ist bis heute nicht auf mein Bankkonto angekommen (23.02.2023).

Ich habe vor 72 Stunden dem Support als Beweis mein Kontoauszug geschickt, sodass Sie das Zahlungssystem (SEPA) kontaktieren können. Bis jetzt habe ich noch nicht mein Geld oder eine Antwort von Zahlungssystem.

Mit freundlichen Grüßen

Dear Janniktv,

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 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,

Tomas

Dear Janniktv,

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.