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My withdrawal via Jeton has been approved for a week now, but is not being processed any further. I am just being kept waiting in the live chat. They keep saying that it has been forwarded to the special department and that they will take care of it. Nothing has happened for a week. There are 5 withdrawals totaling around €600.

Seit 1 Woche ist meine Auszahlung per Jeton genehmigt wird abee nicht weiter bearbeitet. Im Livechat werde ich nur hingehalten. Sie sagen die ganze zeit es wurde an die Spezialabteilung weitergeleitet und die kümmern sich darum. Seit 1 Woche ist nichts passiert. Es handelt sich um 5 Auszahlungen zusammen etwa knapp 600€.

Dear Lutzi,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Lutzi,

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.

Dear Lutzi,

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.