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Hello

I have met the wagering requirements of a bonus and then made a deposit to withdraw my money. I am fully verified and have been waiting for over 72 hours. According to the terms and conditions, it should take between 0-72 hours. They keep assuring me that it won't take much longer, but there are no updates. One support agent tried to confuse me by falsely claiming that I can continue to play without Maximum Cash Out and Maximum Bet restrictions, which later turned out to be a lie. So be careful in the future here. I can prove everything with screenshots.

Hallo

Ich habe einen Bonus umgesetzt und danach eine einzahlung vorgenommen um mein Geld auszuzahlen. Ich bin bereits verifiziert vollständig und warte nun seit über 72 Stunden. In den terms und conditions steht das es zwischen 0-24 Stunden bis zu 72 dauert. Sie vertrösten mich, dass es nicht mehr lange dauern wird. Es gibt keinen Update. Der eine support agent wollte mich irritieren indem er behauptet hat, dass ich ohne Max Cash out und Max bet sowieso Einschränkungen weiterspielen kann was sich später als Lüge herausstellte. Also passt besser in Zukunft hier auf. Ich kann alles per Screenshots beweisen.

Dear ymymym,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear ymymym,

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.

Has been paid out in the meantime.

Thank you

Wurde ausgezahlt inzwischen.

Vielen Dank

Dear ymymym,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Veronika

Casino.Guru