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Good day,

I am currently waiting for my payment of 2000 euros.

When asked several times, I am told that there is a problem.

First with the "payment provider", then the "payment processor", then a "minor technical issue".

Today I am told you have a problem with your bank.

I paid in via Klarna Sofortüberweisung (several times without problems) and I was offered "Bank transfer" for the payout, which I also selected on July 5th.

I am consoled with "soon" "today" "today or tomorrow"

What exactly the problem should be, I am not answered and in the end it is suggested to me that I should deposit with Crypto and then withdraw with Crypto.

Unfortunately, I don't have a crypto account and I don't plan to do so, or I can't do it at all.

I paid in euros from my bank account, so I would like to be paid into my bank account in euros as offered.

Other providers such as skrill or ecopayz, which are advertised on the website, I can neither pay in nor pay out.

Now I can only wait, but I have the feeling that nothing will change.

Guten Tag,

Ich warte derzeit auf meine Auszahlung in Höhe von 2000 Euro.

Auf mehrfache Nachfrage wird mir gesagt, dass es ein Problem gibt.

Zuerst mit dem "payment provider", dann der "payment processor", dann ein "minor technical issue".

Heute wird mir gesagt, sie hätten ein Problem mit ihrer Bank.

Eingezahlt habe ich über Klarna Sofortüberweisung (mehrfach ohne Probleme) und mir wird zur Auszahlung "Bank transfer" angeboten, was auch 5. Juli ausgewählt habe.

Vertröstet werde ich mit "soon" "today" "today or tomorrow"

Was genau das Problem sein soll, wird mir nicht beantwortet und mir wird letztendlich vorgeschlagen, ich soll doch mit Crypto einzahlen und dann mit Crypto auszahlen.

Leider hab ich aber kein Crypto Konto und hab das auch nicht vor, bzw kann das gar nicht erfüllen.

Ich habe in Euro von meinem Bankkonto eingezahlt, also möchte ich auch wie angeboten in Euro auf mein Bankkonto ausgezahlt bekommen.

Andere Provider wie skrill oder ecopayz, die auf der website beworben werden, kann ich weder einzahlen noch auszahlen um da ggf. auszuweichen habe ich das nachgesehen.

Nun kann ich nur warten, aber habe das Gefühl, dass sich nichts ändern wird.

Dear Michelle,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Could you please advise which alternative payment method has been offered to you?

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

Best regards,

Petronela

Hello Petronela,

I can understand all of this - but there is no problem with the fact that the withdrawal method is not offered, but with the fact that I have requested the withdrawal and it is now pending and I am delayed when asked.

Including today.

Earlier I was told "the issue has been solved" after three days of writing back and forth.

But I still haven't received a payment confirmation.

The customer service answers extremely quickly and in a friendly manner, but unfortunately often very empty.

Hallo Petronela,

Ich kann das alles verstehen - es gibt aber kein Problem damit, dass es die Auszahlungsmethode nicht angeboten wird, sondern darum, dass ich die Auszahlung angefordert habe und sie nun auf ausstehend steht und auf Nachfrage ich hingehalten werde.

Inklusive heute.

Vorhin wurde mir mitgeteilt "the issue has been solved" nach drei Tagen hin und her schreiben.

Aber dennoch habe ich immernoch keine Bestätigung zur Auszahlung erhalten.

Der Kundenservice antwortet hervorragend schnell und freundlich, aber doch oft sehr inhaltsleer leider.

Update:

As mentioned earlier, three days later today I was informed that the alleged problem had been resolved.

"The issue has been fixed and all withdrawals are in line for processing."

After asking how when my payment would finally be accepted

"As a support agent, my access to the finance information is very limited, therefore, i cannot provide the exact time frame. But again, it should be soon."

After asking if you could ask

"The payment processor has contacted us and informed us that they have some minor technical issues on their side. We are awaiting the problem to be fixed soon."

The same news as three days ago. Just a copy.

Update:

Wie vorhin erwähnt, wurde mir heute nach drei Tagen mitgeteilt, dass das vermeintliche Problem gelöst wurde.

"The issue has been fixed and all withdrawals are in line for processing."

Nach Anfrage wie wann dann endlich meine Auszahlung akzeptiert würde

"As a support agent, my access to the Finance information is very limited, therefore, i cannot provide the exact time frame. But again, it should be soon."

Nach Nachfrage ob man fragen könnte

"The payment processor has contacted us and informed us that they have some minor technical issues on their side. We are awaiting the problem to be fixed soon."

Wieder die gleiche Nachricht wie vor drei Tagen. Einfach eine Kopie.

The case can be closed - I made another payment, I was then shown all possible withdrawal methods and the withdrawal was processed in a few minutes.

Der Fall kann geschlossen werden - ich habe erneut eine Zahlung getätigt, mir wurden dann alle möglichen Auszahlungsmethoden angezeigt und die Auszahlung wurde in wenigen Minuten bearbeitet.

As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Michelle, for your cooperation and confirmation, and please 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.

Best regards,

Petronela

Casino.Guru