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€950 was withdrawn from my account after I submitted a withdrawal request. The casino claims that my winnings supposedly came from a free giveaway that had a withdrawal limit of only €20.

I absolutely disagree with this. I wasn't even aware that this giveaway had any kind of payout limit. Had I known, I would never have continued playing with such an amount. There were absolutely no clear indications. I urgently request assistance in getting these €950 credited back to my account. This kind of treatment is truly disappointing and feels like a major breach of trust.

Mir wurden 950 € von meinem Konto abgezogen, nachdem ich eine Auszahlungsanfrage gestellt habe. Die Begründung des Casinos lautet, dass mein Gewinn angeblich aus einem kostenlosen Giveaway stammt, bei dem es ein Auszahlungslimit von nur 20 € gegeben haben soll.

Ich bin damit absolut nicht einverstanden. Ich wusste nicht einmal, dass dieses Giveaway irgendein Auszahlungslimit hatte. Wäre mir das klar gewesen, hätte ich niemals mit solch einem Betrag weitergespielt. Es gab keinerlei deutliche Hinweise. Ich bitte dringend um Unterstützung, damit diese 950 € wieder auf mein Konto gutgeschrieben werden. So eine Behandlung ist wirklich enttäuschend und fühlt sich wie ein großer Vertrauensbruch an.

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Dear viktorkov2,

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

Dear viktorkov2,

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.