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I had requested a withdrawal and should send a screenshot of my deposit to support. I did that now no one has been available for days, I don't get an answer either in the chat or from the support.

My payout is no longer in the account itself, nor is it a status of how far it would be. But I have a screenshot of it before the payout information was deleted. I sent him over and asked again. So far no reply

Ich hatte eine Auszahlung beantragt und sollte noch einen Screenshot meiner einzahlung dem Support schicken. Das habe ich getan nun ist seit Tagen niemand mehr erreichbar eine Antwort bekomme ich weder im Chat Noch vom Support.

Im Konto selbst steht meine Auszahlung nun nicht mehr drin auch keinen Status wie weit diese nun wäre. Ich hab aber einen Screenshot davon bevor die Auszahlungsinformationen gelöscht wurden. Den habe ich hingeschickt und wieder nachgefragt. Bis jetzt keine Antwort

Dear Natascha,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that you’ve requested the withdrawal on the 5th of May 2021? Which payment method you have opted for? Do I understand correctly that you’ve accumulated your winnings from a No Deposit bonus purely and later deposited funds to verify your payment method only?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Dear Natascha,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Good day,

Yes, the KFC is completed, it is approved when the transaction is made.

Since then, I have not received an answer from support. This has been going on for a few days now.

When it came to the KFC documents it was different. It only took 2-3 hours to get an answer. Not a single one after the KFC

Guten Tag,

Ja die KFC ist abgeschlossen es steht bei der Transaktion genehmigt.

Seitdem bekomme ich keine Antwort mehr von dem Support. Dies geht nun schon ein paar Tage so.

Als es um die KFC Unterlagen ging war dies anders. Da dauerte es nur 2-3 Std bis eine Antwort kam. Nach der KFC keine einzige mehr

Thank you, Natascha, for your reply. Do I understand correctly that you’ve requested the withdrawal on the 5th of May 2021? 

Dear Natascha,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.