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I wanted to pay out €1000 on June 16th and sent my documents directly to the email I found on the site. Then, on June 19th, the message came that they need the documents in response to this email, said and done!

I then canceled the payout and then wanted to pay out (only) €900, this was no response to my inquiries on June 20th.

According to the chat service, the account is verified, but I cannot cancel my application and re-order it, I can only leave it pending and wait, but nothing happens. Do I want to cancel? It says contact support. Well now I just want to have my 900€ and end the topic.

I used AstroPay as a payment method (this account is also verified at the casino and on the site itself)

can someone help me ?

Ich habe am 16.06 1000€ auszahlen wollen und direkt meine Dokumente an die Mail geschickt die ich auf der Seite fand. Dann kam am 19.06 die Nachricht sie brauchen die Dokumenten als Antwort genau auf diese Mail, gesagt getan !

ich stornierte dann die Auszahlung und wollte dann (nur noch) 900€ auszahlen, dies war am 20.06 seitdem keine Rückmeldung auf meine Nachfragen.

verifiziert ist der Account laut Chat Service aber ich kann meinen Antrag nicht stornieren und neu beauftragen sondern kann ihn nur auf ausstehend lassen und warten, es passiert aber nichts. Will ich stornieren steht dort wenden sie sich an den Support. Naja nun will ich nur noch meine 900€ haben und das Thema beenden.

als Zahlungs Methode nutzte ich AstroPay (auch dieser Account ist beim Casino und auf der Seite selbst verifiziert)

kann mir jemand helfen ?

Dear hn77bmybzd,

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

Ok then I'll wait for now!

I often canceled the payment because I first won €300 and then more and more, which is probably why it takes a while. Well, the main thing is that it arrives!

Okay dann warte ich jetzt erstmal !

Ich hatte die Zahlung oft storniert, weil ich erst 300€ und dann immer mehr gewonnen hatte vllt dauert es deshalb. Naja Hauptsache es kommt an !

The case can be closed, my payment was supposed to be paid to me today according to a promise, which did not happen and was canceled. I have now lost everything and will never use this site again.

Der Fall kann geschlossen werden meine Auszahlung sollte mir heute laut einer Zusage ausgezahlt werden was nicht passierte sondern sie wurde storniert. Ich habe nun alles verspielt und werde diese Seite nie mehr benutzen.

For more than a week, more precisely 10 days, I was in contact with the site and there were only excuses.

Über eine Woche genauer gesagt 10 Tage war ich nun im Austausch mit der Seite und es kamen nur ausreden.

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.