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Hello, my winnings for withdrawal were approved and canceled after a few days. Today they were credited back to my player account. The casino in the chat cannot tell me why I want to receive my winnings.

Hallo meine Gewinne zur Auszahlung wurden genehmigt und nach Tagen wieder storniert heute wurden sie auf dem spielerkonto wieder gutgeschrieben das casino im Chat kann mir nicht sagen warum ich möchte meine Gewinne erhalten

Dear Damaca,

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.