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I've been trying to withdraw my balance for a week. The previous payout to my Paysafe account went smoothly. If I want to pay out now, I can't go any further. Customer service is not available via email or chat.

Ich versuche schon seit 1 Woche mein Guthaben auszahlen. Die vorherige Auszahlung auf mein Paysafe Konto lief problemlos. Wenn ich jetzt auszahlen will geht es nicht weiter. Der Kundenservice ist weder per Mail noch im Chat erreichbar.

Hello rietza,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BacanaPlay Casino DE. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Dear rietza,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.