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Good day,

On February 5th I received €10 in bonus money for registering and had to wager it. I did this and requested a payout of the maximum allowed €80.

Several documents were requested and I sent them in.

On Monday, 2/14/22, I was confirmed via chat that the documents had arrived, been accepted and the payment had been processed.

According to the chat, this should reach me by today at the latest, but of course there was no payment on my bank account.

Looking at the other complaints about this casino, that's exactly what's happening to me right now.

Casino Guru, can you help?

Guten Tag,

am 5. Februar habe ich für die Registrierung 10 € Bonusgeld erhalten und diese mussten umgesetzt werden. Dies habe ich getan und eine Auszahlung in Höhe der maximal erlaubten 80 € beantragt.

Es wurden mehrere Dokumente gefordert , und diese habe ich eingesendet.

Mir wurde am Montag, den 14.2.22 per Chat bestätigt dass die Dokumente angekommen, akzeptiert und die Auszahlung bearbeitet worden ist.

Diese sollte, laut Chat, bis spätestens heute bei mir ankommen, aber natürlich gab es keinen Zahlungseingang auf meinem Bankkonto.

Wenn ich mir die anderen Beschwerden zu diesem Casino ansehe, dann ist das exakt das, was auch gerade bei mir passiert.

Casino Guru, könnt ihr helfen?

Dear ruhrpottGJ,

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.

Since you had to pass the verification before the casino could approve the withdrawal, it probably caused an additional delay. In this case, I would recommend that we wait for a few more days. I will set the timer for 10 days, and if there is no development within this time frame, please, let us know and we will try to help you.

Thank you for your understanding.

Best regards,

Kristina

Hey Kristina,

thanks for opening the case.

Yes, I'm aware that it can all take a little while, especially if you have to be verified, and that's not new either. I've been in the online casino scene for a number of years, so I know the processes pretty well.

The fact is, according to the casino, they transferred the money to me via bank transfer on Monday.

They told me that it would be there within 10 minutes if my bank participated in the real-time transfer system (which they do), but otherwise it would take 1-2 days. That would have been Wednesday. So far nothing has been credited to my account.

So it would be nice if you could bring the casino into the discussion.

LG

Hey Kristina,

danke fürs Öffnen des Falls.

Ja, dass es grundsätzlich alles ein bisschen dauern kann, gerade wenn man auch verifiziert werden muss, ist mir klar, und auch nicht neu. Ich bin in der Online Casino Szene schon einige Jahre drin, daher kenne ich die Abläufe recht genau.

Fakt ist, das Casino hat, laut eigener Aussage, das Geld am Montag an mich per Banküberweisung überwiesen.

Sie sagten mir, dass es innerhalb von 10 Minuten da wäre, sofern meine Bank am Echtzeitüberweisungssystem teilnehmen würde(was sie auch macht), es ansonsten aber 1-2 Tage dauern würde. Das wäre Mittwoch gewesen. Bis jetzt ist auf meinem Konto aber nichts eingegangen....

Daher wäre es schön, wenn ihr das Casino mit in die Diskussion holen könntet.

LG

Thank you for your reply, ruhrpottGJ. I fully understand your frustration. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development within this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience and please, keep us updated in the meantime.

hey,

the case can be closed, the money has been credited to my account.

Hey,

der Fall kann geschlossen werden, das Geld ist auf meinem Konto eingegangen.

Awesome news, ruhrpottGJ. 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.