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Hello. Live chat is never reachable and emails are not responded to. Verification on the site is not possible. How can I get to my money? Moreover, the withdrawal request is not being processed.

Hallo. Lifechat nie erreichar auf emails wird nicht geantwortet. Verifikation auf der Seite nicht möglich. Wie komme ich zu meinem Geld. Außerdem wird die auszahlungsanfrage nicht bearbeitet

Dear Fistaisda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that you have not passed the verification yet?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I didn't have an active bonus. If you want to verify yourself, verification is not necessary. There is no one available via lifechat or email. I also transferred 100 euros to my player account, which never arrived and was not transferred back. This casino is simply unresponsive

Ich hatte keinen aktiven Bonus. Wenn man sich verifizieren will steht Verifizierung nicht notwendig. Erreichbar ist weder der lifechat noch per Mail ist jemand da. Außerdem habe ich 100 eur auf mein spielerko to überwiesen welche nicht angekommen noch Rücküberweisung wurden. Dieses Casino reagiert einfach nicht

Thank you for your reply, Fistaisda. Alright, so just to make sure I understand correctly. You have two issues - the first is delayed withdrawal and the second is lost deposit. Is that correct?

1. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal/transaction history here in this thread.
2.  if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank or payment provider already? Ideally, they should be part of the investigation.

According to the casino whose life chat can be reached every 4 days, the money should have been transferred via Skrill today but nothing happened, how strange. How can this casino have such a good rating?

Laut Casino deren lifechat alle 4 Tage erreichbar ist hätte das Geld heute via skrill überwiesen werden sollen doch nichts ist passiert wie komisch . Wie kann dieses Casino so eine gute Bewertung haben

Please note that I asked you multiple questions in my last message.

Dear Fistaisda,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.