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Dear XxxShorty71xxx,

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 XxxShorty71xxx,

Have you received your withdrawal from the casino yet?

Hello, unfortunately no!!!!

The contact via the support is rather sluggish and contacting the live chat usually doesn't work at all. But I reached someone and described my case to the person. She only said that there is nothing wrong with the current payment requests and that I could count on the money for sure! The payout last time probably didn't work for technical reasons. But these are all statements that I have already found on the net as excuses. Actually, the processing of the newly submitted payout should have started yesterday, but the status is still unchanged!!! I'm really afraid not to get the money! 🙁

Hallo, leider nein!!!!

Der Kontakt über den Support ist eher schleppend und den Live Chat zu kontaktieren funktioniert meist gar nicht. Ich habe aber mal jemanden erreicht und der Person meinem Fall geschildert. Die meinte nur, das bei den aktuellen Auszahlungswünschen nichts dagegen spricht und ich mit dem Geld sicher rechnen könnte! Die Auszahlung beim letzten Mal hat aus technischen Gründen wohl nicht funktioniert. Das sind aber alles Aussagen, die ich im Netz als Ausreden auch so schon gefunden habe. Eigentlich sollte die Bearbeitung der neu eingereichten Auszahlung bereits gestern beginnen, aber der Status ist immer noch unverändert!!! Ich habe echt Angst, nicht den das Geld zu kommen! 🙁

Just wanted to let you know that half of the amount has now been credited to my account... I hope the second half will come too... but I'm more confident now!

Thanks

Wollte nur Bescheid geben, das jetzt die Hälfte der Summe auf mein Konto eingegangen ist… ich hoffe die zweite Hälfte kommt auch noch … bin aber jetzt zuversichtlicher!

Danke

Thank you very much for the update, XxxShorty71xxx. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear XxxShorty71xxx,

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.

Has everything settled... has everything been paid off... well... I've also lost a few things again

Hat sich alles erledigt… ist alles ausgezahlt worden … naja… hab auch einiges wieder verloren

Dear XxxShorty71xxx,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru