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I made a withdrawal through Fast Banktransfer 9 days ago. To this day, the withdrawal has not been processed or anything. The withdrawal is still pending. I communicate with the live chat every day, where I keep receiving the same responses. "We ask for your patience," "I will leave a message for the finance department," "You can only talk to us, and unfortunately, cannot be connected to the responsible department." My emails also go unanswered. This is my first withdrawal at this casino, and according to a staff member, I have been verified. I don't understand why it's taking so long and I'm beginning to think that it's a scam, unfortunately. I am very disappointed! Opinions about this casino are also divided on the internet. Very questionable.

Ich habe vor 9 Tagen eine Auszahlung mit Fast Banktransfer getätigt. Bis heute wurde weder die Auszahlung bearbeitet noch sonst etwas. Auszahlung ist nach wie vor ausstehend. Ich kommuniziere täglich mit dem Live Chat, wo ich immer wieder die gleichen Sätze geschrieben bekomme. „Wir bitten Sie um mehr Geduld", „ich werder der finanzabteilung eine Nachricht hinterlassen", Sie können nur mit uns sprechen und leider nicht zu der zuständigen Abteilung verbunden werden". Auch auf emails wird nicht geantwortet. Es ist meine 1. Auszahlung in diesem Casino, verifiziert bin ich kaut Aussage eines Mitarbeiters. Ich verstehe nicht warum das so lange dauert beziehungsweise glaube ich schön langsam, dass es Betrug ist leider. Ich bin sehr enttäuscht! Auch im Internet sind die Meinungen gespalten zu diesem Casino. Sehr fraglich.

Dear lisamarietrup,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear lisamarietrup,

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.