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Good day 🙂

I played with my own money (no bonus money) and got €1040, wanted to withdraw it. Then I had to upload all my documents, which I did. Then I got an email that I should take a selfie with my ID card and send it to them, I did it too. My payout was still not processed in the live chat I am always put off that it can be 48 hours, but I've been waiting 4-5 days and nothing happens.... I'm really scared that I won't get my money anymore??? What can you do there ???

Guten Tag 🙂

ich habe mit meinem eigenen Geld gespielt ( kein Bonus Geld ) und bin auf 1040€ gekommen, wollte diese auszahlen. Dann musste ich meine ganzen Dokumente hoch laden, was ich getan habe. Dann habe ich eine email bekommen das ich noch ein Selfi mit meinem Personalausweis machen und ihnen schicken soll, hab ich auch gemacht. Meine Auszahlung wurde trotzdem nicht bearbeitet im Live Chat werde ich immer nur vertröstet das es 48h gehen kann, aber ich warte schon 4-5 Tage und es passiert nichts…. So langsam habe ich echt Angst das ich mein Geld nicht mehr bekomme ??? Was kann man da machen ???

Dear Xelala,

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

Dear Xelala,

Have you received your withdrawal from the casino yet?

Dear Xelala,

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.