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Hello, I requested a withdrawal from the casino and was promised that it would be paid out within 48 hours. But I've been waiting for this payment for a long time now and nothing is happening. I keep getting comforted by customer service

Hallo ich habe bei dem Casino eine Auszahlung beantragt und es wurde versprochen das es innerhalb 48 stunden ausgezahlt wird. Ich warte aber jetzt schon länger auf diese Auszahlung und es passiert einfach nichts. Vom Kundenservice werde ich immer weiter vertröstet

Dear Daniel,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win. 

Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

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, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello Petronela, thanks for your answer. It is actually the first payout but according to the casino I am fully KYC verified. There is also a weekly withdrawal limit of 5000 euros. I wrote to customer service and they assured me that the payments would be made within 48 hours. I've been waiting for 3 days.

LG

Daniel A**

Hallo Petronela, danke für deine Antwort. Es handelt sich tatsächlich um die erste Auszahlung aber laut Casino bin ich vollständig KYC verifiziert. Es gibt auch ein wöchentliches Auszahlungslimit von 5000 euro. Ich hatte mot dem Kundenservice geschrieben und die haben mir versichert das die Auszahlungen innerhalb 48 stunden geschrieben werden. Ich warte schon seit 3 tagen.

Lg

Daniel A**

I understand your frustration, Daniel. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Okay, otherwise I would get back to you in 9 days. Thank you

Okay ich würde mich ansonsten so in 9 Tagen nochmal melden. Danke euch

Hello Daniel,

Have there been any developments since our last conversation, please? 

Hello, I have now received part of the payment. But I'm still waiting for 7000 euros

Hallo mittlerweile habe ich einen Teil der Auszahlung erhalten. Ich warte aber noch auf 7000 euro

Great news. I will keep this complaint opened until you can confirm that all the funds were successfully received.

Hello Daniel,

Me again. Have there been any developments since our last conversation, please? 

Hello Petronela,

I received my full payout yesterday. Thank you for your help.

LG

Hallo Petronela,

Ich habe gestern meine komplette Auszahlung erhalten. Ich danke euch für eure Hilfe.

Lg

Awesome news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Daniel, for your cooperation and confirmation, and please don’t 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,

Petronela