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Good Day

I made a withdrawal on November 16th. At 4:50pm that same day, my account indicates the money has been taken out, but since then all it has said is "being processed".

All week I have been told that the maximum waiting time is 5 working days. That time frame passed yesterday. Today, I was told that the delay is due to issues in the payment system, but nothing can be done to speed this process up.

As of today, I have neither received the money nor an adequate response from the casino, other than being told to "wait".

Guten Tag

Ich habe am 16.11 eine Auszahlung getätigt, wo seitdem 16.11 um 16.50 Uhr das Guthaben abgebucht wurde und seitdem tut sich nix außer "wird verarbeitet".

Die ganze woche wird mir eine Frist von 5 Werktagen maximal erläutert, die nun seit gestern verstrichen ist. Seit heute wird mir nun erzählt es liege an Verzögerungen im Zahlungssystem, daran können Sie nix ändern oder beschleunigen.

Ich habe weder das Geld bis heute noch eine vernünftige Antwort vom Casino erhalten außer "Warten Sie"

Dear Charly1601,

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,

Kristina

Unfortunately nothing has happened so far, just a statement from the casino

Thank you for your patience! We have already processed your withdrawal request. Transfer can be carried out in periods from a few hours to a few working days.

The payment has now been almost 14 days ago, the support and their answers are just cheeky. Although it has been verified for a long time, etc

Es hat sich bisher leider noch garnix weiterhin getan, Aussage vom Casino weiterhin nur

Vielen Dank für Ihre Geduld! Ihr Auszahlungsantrag wurde von uns schon bearbeitet. Überweisung kann in Zeiträumen von wenigen Stunden bis zu wenigen Werktagen durchgeführt werden.

Auszahlung ist mittlerweile fast 14 Tage her, der Support und deren Antworten einfach nur frech. Obwohl schon lange verifiziert usw

Hello all

According to our records, the money was received by the user at 27.11.2023 13:03:31 (UTC)

Dear Charly1601

Can you please confirm?

Kind regards

Dear Charly1601,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.