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Hello, I have a problem withdrawing my winnings. On December 21, 21, I requested a payment of € 500. After several requests to support nothing happened. It said my payout was in the final phase (that was already 6 days ago, someone else said there were technical problems, today I was told they had a lot of payouts at the moment ??? !! !) Now I've read that I'm probably not the first and I'm worried that I will never see the money! I don't know what to do anymore, the support there is no help either.

Hallo, ich habe ein Problem mit einer Auszahlung meines Gewinnes. Am 21.12.21 habe ich eine Auszahlung von 500€ beantragt. Nach mehreren Anfragen beim Support ist nichts passiert.Es heißt meine Auszahlung wäre in der Endphase (das ist jetzt schon 6 Tage her, ein anderer erzählt es gebe technischen Probleme, heute sagte man mir sie hätten im Moment sehr viele Auszahlungen???!!!) Jetzt habe ich gelesen das ich wohl nicht der erste bin und sorge mich dass ich das Geld nie sehen werde! Weiß nicht mehr was ich tun soll, der Support dort ist auch keine Hilfe.

Dear tinalegill,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you?

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. 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, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello, received my money today. The case has been resolved 👍

Hallo, habe mein Geld heute erhalten. Der Fall ist geklärt 👍

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, tinalegill, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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

PS: Wishing you happy new year.