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Hello, I made a withdrawal of €500 on October 27, 2025, at 8:55 PM. I had previously deposited €100 with a 50% bonus. The maximum withdrawal with the bonus is 10 times the bonus amount. After fulfilling the bonus wagering requirements, I had over €500 in my account. I then played it down to €500, as that was the maximum withdrawal amount with the bonus, and requested a withdrawal. The terms and conditions state that a withdrawal usually takes 0-24 hours. Only if identity verification is required can it take up to 72 hours, according to the terms and conditions. Since my account is fully verified, this is not the case for me, but even if it were, we would have already exceeded the 72-hour limit.

I ask you to help me get my money back.

Hallo, ich habe am 27.10.2025 um 20:55 eine Auszahlung von 500€ getätigt. Ich hab zuvor mit einem 50% Bonus 100€ eingezahlt. Die maximale Auszahlung mit Bonus ist der 10-fache Bonusbetrag. Ich hatte nach Umsetzen des Bonus über 500€ am Konto, habe auf 500€ runtergespielt da das der maximale Azuszahlungsbetrag mit dem Bonus war und habe eine Auszahlung angefordert. In den Agbs steht dass eine Auszahlung für gewöhnlich 0-24 stunden dauert. Lediglich wenn eine Personenidentifizierung nötig ist kann es laut agbs bis zu 72 Stunden dauern. Da mein Konto vollständig verifiziert ist, ist dies bei mir nicht der Fall, doch selbst wenn dem so wäre, hätten wir mittlerweile die 72 stunden überschritten.

ich bitte Sie mir zu helfen an mein Geld zu kommen.

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Dear tokitherock,

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 tokitherock,

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 tokitherock,

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,
Attila
Casino.Guru