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A payout was requested and processed on August 1st and a second payout on August 2nd. To date, the casino's response is "there's nothing we can do." Although the deadline for payouts according to their T&Cs has passed. The total amount of both payouts is €650

Eine Auszahlung wurde am 01.08 und eine zweite Auszahlung am 02.08 beantragt und bearbeitet. Bis heute heisst es vom Casino " wir können nichts machen ". Obwohl die Frist für Auszahlungen laut deren AGBs verstrichen ist. Beide Auszahlungen zusammen betragen 650€

Dear Lenny1602,

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,

Kristina

Dear Lenny1602

We are sorry to hear you have a gambling addiction.

Re the withdrawals - all of them were confirmed by the casino strictly account T&Cs. There were no violations observed. There is nothing we can do to speed up the bank transfer.

Thank you for understanding.

Kind regards

Who says I'm addicted to gambling?! That's an assumption! How long can you do nothing?

Wer sagt das ich spielsüchtig bin ?! Das ist eine Unterstellung! Wir lange können Sie denn nichts tun ?

One more question: why is the casino telling me that the so-called specialist department is doing everything possible to speed up the payout when they now say they can't do anything?

Eine Frage noch : wieso erzählt das Casino mir, das die sogenannte Fachabteilung alles mögliche tut um die Auszahlung zu beschleunigen, wenn sie jetzt sagen, sie können nichts machen??

I just got the money back to my player account. I can't play because I've been banned from the casino. I have requested a withdrawal again but I think it will take a while for the casino to even process it.

Nun habe ich gerade das Geld wieder auf mein Spielerkonto zurück bekommen. Spielen kann ich nicht, da ich vom Casino gesperrt wurde. Ich habe erneut eine Auszahlung beantragt aber ich denke, das wird jetzt auch wieder dauern, bis diese überhaupt vom Casino bearbeitet wird.

Hello, the transaction was approved by the casino at 14.08.2023 08:36:25 (UTC).

Hope it will be processed fast. And yes, we confirm, that it's been noticed the signs of gambling addiction, thus the limits were applied. We do treat the responsible gambling seriously.

Best regards

Yes thank you very much, I saw that the new payout was at least processed, let's see how long it will take until I receive the money. On the subject of gambling addiction: I have been depositing a lot of money with you for about a year, and I also received offers from you several times a day to deposit at least €300 or €600 again in order to get a bonus. You didn't mind until I complained about the pending payouts. Suddenly I was considered a gambling addict? Yes, I wrote in the chat that I am dependent on the money...if I had known that I would not receive €650 from you for the time being, I would not have paid in as much and would have kept the money for myself. But well, you have one customer less and I have now found a new casino. Are both sides satisfied? Kind regards

Ja vielen Dank, habe gesehen das die neue Auszahlung zumindest bearbeitet wurde, mal sehen wie lange es nun dauert, bis ich das Geld erhalte. Zum Thema Spielsucht: Ich habe seit ca. über einem Jahr etliches an Geld bei Ihnen eingezahlt, zusätzlich bekam ich mehrmals am Tag Angebote von Ihnen , nochmal mindestens 300 oder 600€ einzuzahlen um einen Bonus zu bekommen. Es hat euch nichts gestört bis ich mich über die ausstehenden Auszahlungen beschwert habe. Plötzlich galt ich als Spielsüchtig? Ja ich habe im Chat geschrieben, das ich auf das Geld angewiesen bin...hätte ich gewusst das ich 650€ vorläufig von euch nicht bekommen würde, hätte ich nämlich nicht weiterhin soviel eingezahlt sondern das Geld für mich behalten. Aber gut, ihr habt einen Kunden weniger und ich habe mir mittlerweile ein neues Casino gesucht. Sind beide Seiten zufrieden. Mfg

I just got the payment confirmation. Thank you

Gerade eben habe ich die Auszahlungsbestätigung bekommen. Vielen Dank

Do I understand correctly that you successfully received the withdrawal? Can we now consider this case resolved?

I haven't received the payout yet, but I have received confirmation of the transfer, so I think they can close the case now. Thank you

Erhalten habe ich die Auszahlung noch nicht aber die Bestätigung der Überweisung habe ich erhalten, ich denke sie können den Fall jetzt schließen. Vielen Dank

Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Normally I have the money in my account immediately after confirmation or at the latest 3 hours later. Nothing has been received yet...I don't really trust it yet.

Normalerweise habe ich das Geld sofort nach Bestätigung oder spätestens 3 Stunden später auf dem Konto. Noch, ist nichts eingegangen...so ganz traue ich der Sache noch nicht.

I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience.

The case can be closed. Everything went well, thank you

Der Fall kann geschlossen werden.hat alles geklappt vielen Dank

Dear Lenny1602,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru