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Hi,

Since there were problems with my bank during my last withdrawal, I've now used a new deposit method (Skrill). After depositing around €300, I had won €500. I wanted to withdraw this amount on November 13th using Skrill (the same method I used for the deposit). Since then, two withdrawal requests have been canceled without any explanation. In the live chat, I was told I needed to verify my account, but this is still not possible or necessary in my account. Then I contacted support via email. Everything else has been a complete disaster. It always takes two days for a response. I'm constantly assured that the request has been forwarded to the correct department and that a manual withdrawal is being processed. When I inquired about the status today, I was told that they currently have no withdrawal request from me. With a manual withdrawal, the casino submits the request themselves, as was the case with my last withdrawal via bank transfer. It's utter chaos. In another email, I was told to try Skrill as a withdrawal method, which I've already done twice, and both times it was rejected. So no matter where I ask, everyone says something different, and nobody knows what anyone else is doing. I need help with this fraudulent practice.

Thank you in advance for your help!

Greetings *****

Hi,

da es bei meiner letzten Auszahlung Probleme mit meiner Bank gab habe ich nun eine neue Einzahlungsmethode genutzt (Skrill). Nach ca. 300€ Einzahlung hatte ich mir 500€ erspielt. Diese wollte ich dann am 13.11. mit Skrill auszahlen (genauso wie ich eingezahlt habe). Inzwischen wurden 2 Auszahlungsanträge ohne weitere Nennung von Gründen gecancelt. Im Live Chat sagte man mir, ich müsse mich verifizieren, in meinem Account ist dies nach wie vor nicht möglich und nötig. Dann schrieb ich den Support via Email an. Alles weitere ist die reine Katastrophe. Man wartet immer 2 Tage bis eine Antwort kommt. Ständig wird einem versichert, dass es an die richtige Abteilung weitergeleitet wurde und eine manuelle Auszahlung vorgenommen wird. Als ich heute nach dem Stand fragte, antwortete man mir, dass aktuell kein Auszahlungsantrag von mir vorliegt. Bei einer manuellen Auszahlung, reicht das Casino den Auszahlungsantrag selber ein, so war es auch bei meiner letzten Auszahlung via Bank Transfer. Es ist das reinste Chaos. In einer anderen Mail sagte man mir ich soll Skrill als Auszahlungsmethode testen, das habe ich ja bereits 2 mal und beide male wurden abgelehnt. Also egal an welcher Stelle ich frage, jeder sagt was anderes und keiner weiß was der andere macht. Ich brauche hier Unterstützung bei dieser betrügerischen Vorgehensweise.

Vielen Dank für die Hilfe vorab!

Grüsse *****

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Dear Kellninho,

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

As of Thursday, November 27th, it will already be 14 days - and nothing has been done yet.

Greetings

Ab Donnerstag 27.11. sind es bereits 14 Tage - Es ist weiterhin nichts unternommen worden.

Grüße

Dear Kellninho,

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 Kellninho,

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,

Attila