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Good day,

I made a decent win, but all withdrawal requests are being rejected.

Normally, they would pay out, but this time, for some reason, they are not.

I have contacted the casino multiple times, but I am not receiving any response.

Guten Tag

Ich ein ordentlichen gewinn gemacht aber sämtliche Auszahlungen werden abgelehnt.

Sonst zahlen die ja aus aber diesmal irgendwie nicht.

Ich hab das casino mehrmals angeschrieben aber bekomme keine Antwort.

Dear davidprompe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you have made successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.