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Withdrawal request from October 22nd is still being processed. After 10 days, there has been no response to emails, and the live chat gives the same answers every day, but nothing is happening.

Auszahlungsanforderung vom 22.10 noch immer in Bearbeitung. Nach 10 Tagen keine Rückmeldung auf E-Mails, Live Chat gibt jeden Tag die gleichen Antworten aber nichts passiert.

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

Good day,

No successful payout has yet been made; now, after a 16-day wait, all outstanding payouts have been cancelled by the provider, allegedly for technical reasons.

According to the provider, verification is not yet necessary and could not be completed.

The winnings were not generated through a bonus.

Best regards

Guten Tag,

es wurde noch keine erfolgreiche Auszahlung vorgenommen, nun nach 16 tägigen warten wurden alle ausstehenden Auszahlungen vom Anbieter aus angeblich technischen Gründen storniert.

Eine Verifizierung ist laut Anbieter noch nicht notwendig und konnte auch nicht abgeschlossen werden.

Die Gewinne wurde nicht durch einen Bonus generiert.

Mit freundlichen Grüßen

Thanks for the update.

Do I understand correctly, you were able to repeat the payout request after it was canceled?

Were you advised to use the same payment method, or were you offered any alternatives?

Please let me know about any news.

Dear eiskalterkaktus,

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.

Good day,

After a long wait, I have now received a couple of payouts, however, there are now three payouts outstanding that have not been processed for over a week.

This is the fifth time in a row that I have waited longer than the stated 3 working days in the terms and conditions; this is absolutely unacceptable.

Best regards

Guten Tag,

nun habe ich nach längerem warten ein Paar Auszahlungen erhalten, allerdings sind nun wieder drei Auszahlungen offen die über eine Woche nicht bearbeitet wurden.

Ich warte nun zum fünften Mal in Folge länger als die angegebenen 3 Werktagen in den AGBs das ist absolut inakzeptabel.

Mit freundlichen Grüßen

Thanks for your reply.

• Has the casino requested verification from you in the meantime?
• Does the casino process your payouts smoothly since your last post?
• If the issue persists, please share screenshots of the most recent payout requests as evidence.

My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear eiskalterkaktus,

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,
Tomas
Casino.Guru