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Hello

I made a withdrawal of 500

with the ID ******

This was canceled for no reason. However, the money hasn't been credited back to my gaming account.

I have already verified myself and this was confirmed to me via email.

I've just requested another withdrawal of €500. This time I made the withdrawal via SEPA using the IBAN. The chat told me there were problems with the Visa.

I find it strange that my withdrawal was canceled for no reason. The money wasn't credited to my gaming account.

I didn't actually need the bonus I received for my deposit, so I basically just played with real money.

Since I thought the payout would work, I deposited another 200.

Hallo

ich habe eine Auszahlung getätigt über 500

mit der id ******

diese wurde ohne Grund gecancelt. Mir aber nicht wieder auf mein Spielkonto gebucht.

Verifiziert habe ich mich bereits und das wurde mir auch Via Mail bestätigt.

meine weitere Auszahlung über 500 ist gerade beantragt. Ich habe die Auszahlung dieses Mal über sepa mit der IBAN gemacht. Da mir der Chat sagte es gab Probleme mit der Visa.

ich finde es komisch das meine Auszahlung storniert wurde ohne einen Grund. Das Geld nicht auf Spielkonto gebucht wurde.

Den Bonus den ich für die Einzahlung bekommen habe, habe ich gar nicht gebraucht also habe quasi nur mir echtgeld gespielt.

da ich dachte das die Auszahlung klappt habe ich nochmal 200 eingezahlt.

Dear MCLovin0312,

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

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Stay safe.

Yes, but the withdrawal was recorded as canceled in the history. Otherwise, I would wait. But it looks like the withdrawal was rejected and the paid amount hasn't been credited.

Ja aber die Auszahlung wurde in der History als gecancelt notiert. Ansonsten würde ich ja auch warten. Aber es sieht so aus als würde die Auszahlung abgelehnt worden und der ausgezahlte Betrag nicht gutgeschrieben worden.

The new situation looks like this.

My withdrawal was rejected three times, for whatever reason.

However, I was playing with an active bonus, and the casino credited me back the 500 in the middle of the session. I hadn't noticed this because I was down to about 4600 in bonus money at the time.

the stakes were accordingly high.

I also didn't receive any email or notification in my account that the money had been returned.

So here I was not informed about the booking and the money got mixed up with my bonus.

Now 500 euros are gone, and the casino doesn't want to give me my money either.

I tried to withdraw the money three times, and was rejected three times without giving a reason.

The casino is designed in such a way that I don't notice it. For me, this is fraud; I've never experienced anything like it.

Die neue Lage sieht so aus.

3 mal wurde meine Auszahlung abgelehnt, warum auch immer.

allerdings hatte ich dann mit aktiven Bonus gespielt und das Casino hat mir mitten in der Session die 500 zurückgebucht. Was ich nicht gemerkt hatte weil ich zu dem Punkt auf 4600 bonusgeld war ca.

die Einsätze waren dementsprechend hoch.

auch keine Mail oder Hinweis im Konto hatte ich bekommen das das Geld zurückgeschickt worden ist.

hier wurde ich also nicht auf die Buchung hingewiesen und das Geld hat sich mit meinem Bonus vermischt.

jetzt sind 500 Euro sogesehen weg, das Casino möchte mir mein Geld auch nicht geben.

ich habe 3 mal versucht das Geld auszuzahlen, 3 mal abgelehnt ohne einen Grund zu nennen.

Das Casino ist für mich so ausgelegt, das sie darauf spektakliert haben das ich es nicht merke. Für mich ist das Betrug, noch nie erlebt sowas

Furthermore, my account was fully verified and there was no reason to credit the amount to my gaming account.

At the time of the chargeback, I was also actively playing a game, so I didn't notice the refund. Live chat told me they had given me the money and that was it.

I think it's cheeky to cancel a withdrawal without giving a reason and to do so at the moment when you have active bonus money.

Unfortunately, that probably cost me 500 euros. I'll avoid this casino.

maybe you can still achieve something.

Zu dem war mein Konto vollständig verifiziert und es gab keinen Grund den Betrag auf mein Spielkonto zu buchen.

Bei dem Zeitpunkt der rückbuchung war ich auch aktiv in einem Spiel. Somit habe ich die Rückzahlung nicht gemerkt. Der Livechat sagte mir das sie mir das Geld gegeben haben und gut ist.

Ich finde es frech eine Auszahlung zu stornieren, keinen Grund zu nennen und das in dem Moment wo man aktives Bonusgeld hat die Auszahlung zu stornieren.

leider hat mich das wohl 500 Euro gekostet. Ich werde dieses Casino meiden.

vielleicht könnt ihr ja noch was erreichen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MCLovin0312,

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.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila