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Dear Support Team,

On April 30, I requested a withdrawal of €1,000, which unfortunately hasn't been paid out yet and is still in the "pending" status. I've already successfully received a withdrawal of €500 in the past, which took about a week—so I had no reason to worry at first.

However, I've now made a total profit of €6,030, and of course I'd like to receive it. Since I've read a lot of negative reviews, I was initially skeptical, but now I'm starting to take the concerns seriously.

I therefore kindly request that you review my request and promptly provide me with feedback on the current status of the payment. I hope for a quick and fair solution.

Best regards

Sehr geehrtes Support-Team,

am 30. April habe ich eine Auszahlung in Höhe von 1.000 Euro beantragt, welche bislang leider weder ausgezahlt wurde noch über den Status "in Bearbeitung" hinausgeht. In der Vergangenheit habe ich bereits einmal erfolgreich eine Auszahlung von 500 Euro erhalten, die etwa eine Woche dauerte – daher hatte ich zunächst kein Grund zur Sorge.

Nun habe ich jedoch einen Gewinn von insgesamt 6.030 Euro erzielt und würde diesen selbstverständlich auch gerne erhalten. Da ich vermehrt negative Bewertungen gelesen habe, war ich zunächst skeptisch, doch nun beginne ich, die Bedenken ernst zu nehmen.

Ich bitte Sie daher freundlich, mein Anliegen zu prüfen und mir zeitnah eine Rückmeldung zum aktuellen Stand der Auszahlung zu geben. Ich hoffe auf eine schnelle und faire Lösung.

Mit freundlichen Grüßen

Dear Llazov,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Llazov,

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.

Hello, I still haven't received my €1,500. I gambled away the remaining €4,500 with high stakes because I won't get the money anyway. But I still want my €1,500, which has been pending verification since April 30th.

Hallo, ich habe 1500 Euro immer noch nicht bekommen. Die restlichen 4500 habe ich mit hohe Einsätze verspielt weil ich sowieso das geld nicht bekommen werde. Aber dennoch möchte ich meine 1500 Euro haben die seit 30.04 bei der Überprüfung ist

I have requested a total of 1,500 euros for payment – in three installments of 500 euros each.

Today I received a real-time payout of 500 euros.

Another payout of 500 euros is still being processed.

But the third payment is completely missing – it has neither arrived nor is it recorded anywhere.

So why did I only receive 500 euros in real time when 1,000 euros had already been debited?

Ich habe insgesamt 1.500 Euro zur Auszahlung beantragt – in drei Teilen zu je 500 Euro.

Heute habe ich eine Echtzeit-Auszahlung über 500 Euro erhalten.

Eine weitere Auszahlung über 500 Euro ist noch in Bearbeitung.

Aber die dritte Auszahlung fehlt komplett – sie ist weder angekommen noch irgendwo vermerkt.

Warum habe ich also nur 500 Euro in Echtzeit erhalten, wenn 1.000 Euro bereits abgebucht wurden?

Update: The €500 that initially hadn't arrived and was no longer displayed in the app has now arrived. Now I'm just waiting for the remaining €500. As soon as that arrives, I'll be done with this casino for good.

Update: Die 500 €, die zunächst nicht angekommen waren und auch nicht mehr in der App angezeigt wurden, sind inzwischen eingetroffen. Jetzt warte ich nur noch auf die restlichen 500 €. Sobald auch diese angekommen sind, bin ich mit diesem Casino endgültig fertig.

Dear Llazov, kindly keep us informed should there be any updates on your case.

Hello, I've canceled the payout and don't want to have anything further from the provider. Thank you for taking the time for me.

Hallo, ich habe die Auszahlung storniert und möchte nichts mehr von den Anbieter haben. Danke das sie sich die zeit für mich genommen haben.

Dear Llazov, just to make sure I understand correctly, do you no longer need assistance with this case?

No thanks

Nein danke

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.