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I won an amount of €500 in the casino, which I wanted to pay out immediately on November 6th, 2022. But since the documents request came to verify me, my payout was canceled without approval.

I finally made it on November 8th, 2022 that my documents were approved within seconds.

Now my payout was on PROCESSING since November 8th, 2022, which I find very unfair, since I already applied for it on November 6th, 2022.

Perhaps they had the suspicion that I would gamble away my winnings again.

I am in contact with the customer service every day that they are finally transferring my payment. Unfortunately, you always get the same answer, "Your transaction is currently being processed, that's been 3 days (actually 5 days from my application)

I just want my money, 500€ transferred and then this case is done. The casino always has new excuses.

Ich habe im Casino einen Betrag in Höhe von 500 € gewonnen,den ich am 6.11.2022 auch gleich Auszahlen wollte. Da dann aber die Dokumenten Anfrage kam um mich zu verifizieren,wurde meine Auszahlung ohne Genehmigung storniert.

Ich habe es denn endlich am 8.11.2022 geschafft ,das innerhalb von Sekunden meine Dokumente genehmigt wurden.

Nun stand meine Auszahlung seid dem 8.11.2022 auf BEARBEITUNG,was ich sehr unfair finde ,da ich diese ja schon am 6.11.2022 beantragte .

Vielleicht hatten sie die Vermutung ich verspiele mein Gewinn wieder.

Ich bin jeden Tag mit dem Kundenservice im Kontakt,das diese meine Auszahlung nun doch endlich überweisen. Leider bekommt man immer nur die selbe Antwort ,,Ihre Transaktion wird gerade verarbeitet,, das schon seid 3 Tagen (eigentlich von meiner Beantragung her schon 5 Tage)

Ich möchte nur mein Geld , 500€ überwiesen haben und dann hat sich dieser Fall erledigt. Das Casino hat immer wieder neue Ausreden.

Dear August,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Please close case, money has arrived.

Bitte Fall schließen, Geld ist angekommen.

Awesome news, August. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.