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Hello, I have a problem where I requested a withdrawal that was approved, but the money has not been credited to my account. I called my bank and asked why the payment was taking so long, and they told me there was no transaction—meaning the money was not deposited into my account. I have tried to contact the casino, and they said they would reach out via email. Unfortunately, I have not received any emails from them yet. I would appreciate it if you could help me.

Hallo ich habe das Problem das ich eine Auszahlung beantragt habe die auch genehmigt wurde nur wurde das Geld meinem Konto nicht gutgeschrieben ich habe meine Bank angerufen und gefragt warum die Zahlung so lange dauert dann würde mir gesagt es giebt keine Transaktion also wurde das Geld nicht auf mein Konto gezahlt jetzt habe ich versucht mit dem Casino in Kontakt zu treten sie wollen sich per E-Mail melden leider habe ich bis jetzt keine E-Mails bekommen ich würde mich freuen wenn sie mir helfen können

Dear brian2512, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Do I understand correctly based on the attached screenshot that you requested the withdrawal on August 1?
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

The payout was successfully paid out by the casino on 1.08.2024

Normally the money is in my account 5 hours later, so I called my bank on August 4th, 2024 to ask what was going on and why it was taking so long. My bank told me that they couldn't find a transaction. If there was one, you would see it, so the casino must have made a mistake. The money should have been in the account long ago. Normally you get a message from your MasterCard that you have received a refund and then you just have to wait a few hours. This message didn't come either.

Die Auszahlung wurde vom Casino erfolgreich ausbezahlt am 1.08.2024

Normalerweise ist das Geld dann 5 Stunden später auf meinem Konto also habe ich am 04.08.2024 meine Bank angerufen was da los wieso es so lange dauert dann hat mir meine Bank gesagt das sie keine Transaktion finden können wenn es eine gäbe würde man es sehen also muss das Casino einen Fehler gemacht haben das Geld hätte schon längst auf dem Konto sein müssen normal bekommt man auch eine Nachricht von seiner MasterCard das man eine Rückerstattung erhalten hat und muss dann nur ein paar Stunden warten diese Nachricht gab es auch nicht

Thank you for your reply, brian2512. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

OK thanks

OK danke

Hello!

A full check was conducted on this issue and as soon as we received a response from the payment provider, the player was notified by email. The payment delay occurred on the bank's side.

On the 8th of August the funds were successfully credited to the player's bank account brian2512.

Dear brian2512,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.