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Dear Katjes73,

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

Thank you for your reply.

Unfortunately, I don't think they will pay me the money.

I had already verified my account on this platform a long time ago, as I've been playing there for five years. But suddenly, I'm being asked to re-verify, which I did, uploading all the necessary information clearly and exactly as I had entered it. However, they claim my bank details don't match, which is ridiculous since I've always used these exact details for my online banking. I sent statements from my last transfer, a printout of my account details, and a photo of my bank card. But they told me the details don't match, which is absurd. Now, on the page where I have to upload all the documents, I can't upload anything anymore, so I can't submit any documents, and therefore, there will be no payout!

I feel cheated.

Regards

Ich Danke für ihre Antwort

Doch leider denke ich das man mir das Geld nicht auszahlen wird.

Ich hatte mich schon lange verifiziert auf dieser Plattform da ich schon 5 Jahre dort spiele, doch plötzlich soll ich mich neu verifizieren,was ich auch dann halt machte und sämtliche Daten hochgeladen hatte alle Daten deutlich und wie ich sie angegeben hatte ,doch angeblich sollen meine Bankdaten nicht übereinstimmen, was ein Witz ist da ich genau diese Daten schon immer nutzte mit meinen online Banking ,ich hätte Auszüge von der letzten Überweisung gesendet ein Ausdruck meiner Daten das es mein Konto ist und ein Foto meiner Bankkarte ,doch man schrieb mir die Daten stimmen nicht überein was ein Witz ist ,und nun kann ich auf dieser Seite wo ich alle Dokumente hochladen muß nichts mehr Hochladen also kann ich auch keine Dokumente mehr einreichen und somit wird es auch keine Auszahlung geben!!

Fühle mich verarscht

Lg

I play on multiple platforms and the information I provided in my documents was always sufficient to verify me, and I uploaded significantly fewer documents there.

It's sad that after being a customer for so long, you get treated and ripped off like this, all for 1000 euros.

LG

Ich spiele auf mehreren Plattformen und meine Angaben an Dokumente reichten immer aus um mich zu verifizieren, und da habe ich deutlich weniger Dokumente hochgeladen .

Es ist traurig das man so lange Kunde ist und dann so behandelt und verarscht wird ,wegen 1000,- Euro

LG

Dear Katjes73,

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.

Dear Katjes73,

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,
Karla
Casino.Guru