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Hello, I already filed a complaint in March. This became unnecessary, and the payouts of my winnings (over €882,000) went smoothly. However, since June 19, 2026, I haven't received a single payout. My monthly withdrawal limit of €7,000 wasn't reached in June. I'm only receiving emails telling me that the payout is delayed and that I should be patient. My account is fully verified, and the payouts were consistent. I hope you can help me. Sincerely, Marcus

Hallo, ich habe bereits im März einmal eine Beschwerde eingereicht. Diese hatte sich erübrigt und die Auszahlungen von meinem Gewinn über 882000€ liefen ohne Probleme. Jetzt seit dem 19.6.2026 habe ich keine Auszahlung mehr erhalten. Mein Monatliches Auszahlungslimit von 7000€ wurde im Juni nicht ausgelastet. Ich werde nur mit Emails vertröstet in denen mir mitgeteilt wird das sich die Auszahlung verzögert und ich Geduld haben soll. Mein Konto ist vollständig verifiziert und die Auszahlungen liefen konstant. Ich hoffe Sie können mir helfen. Mfg Marcus

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Dear supermann78,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear supermann78,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear supermann78,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Best regards,

Karla