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Last week I won almost €4,000. I initiated two withdrawals, both of which were initially accepted. Unfortunately, after two days, they were canceled with the explanation that the origin of the funds needed to be verified. Of course, not the deposit, but the withdrawal – that already seemed suspicious to me. So I submitted the necessary documents and have now been waiting for approval for almost a week. Support keeps telling me to be patient. To me, this is pure fraud.

Ich habe letzte Woche knapp 4tsd Euro gewonnen. Ich habe 2 Auszahlungen veranlasst die beide erstmal akzeptiert wurden. Leider wurden diese nach 2 Tagen doch wieder storniert mit der Begründung man müsste den Ursprung des Geldes überprüfen. Natürlich nicht bei der Einzahlung sondern bei der Auszahlung, das war mir schon suspekt. Ich reiche also die Unterlagen ein und warte jetzt schon seit fast einer Woche auf die Genehmigung. Im Support sagt man mir immer ich solle Geduld haben. Das ist für mich reiner Betrug.

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Hello,

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.

In case of adverse developments regarding your account and payout, please let us know sooner and we'll do our best to assist you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear SchMax,

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,
Tomas
Casino.Guru