The player from Germany is unable to receive their approved winnings, even though it's marked as approved. The complaint was rejected because the player didn't respond to our messages and questions.
Money is not being paid out even though it has been approved and marked with a green check.
Dear petschl,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
The payment was requested on 07/30. Haven't had a payment before.
Actually, 4000 should be paid out. SpinCity refers to the sales conditions and then credited the player account with 50 euros and canceled the rest.
Thank you for your reply, petschl. Do I understand correctly that the casino reduced your winnings to €50? Have you accumulated your winnings with or without an active bonus?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.