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Unfortunately, the casino does not pay out. I am always put off by customer service. I played without a bonus, the withdrawal amount is 1500 euros. So far, no identification has been required, even when asked.

Das Casino zahlt leider nicht aus. Vom Kundendienst werde ich ständig vertröstet. Ich habe ohne Bonus gespielt, der Auszahlungsbetrag sind 1500 Euro. Es wurde bisher, auch auf Nachfrage keine Identifikation benötigt.

Dear biancaniedermeier,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. How many days ago you requested the withdrawal, please?

I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Ladies and Gentlemen,

Thank you for taking care of my problem.

I am always put off by customer service with the statement that the payout is planned "for this week". This has been the case since 4/14/22.

I still wanted to get certified, this was not requested and is also not possible.

Unfortunately, I don't know why the payout is taking so long. Apparently there are more withdrawal requests.

Best regards

Sehr geehrte Damen und Herren,

vielen Dank dass Sie sich meines Problems annehmen.

Ich werde vom Kundenservice immer nur vertröstet mit der Aussage das die Auszahlung "für diese Woche" geplant ist. Dies nun schon seit dem 14.4.22.

Ich wollte mich noch Zertifizieren, dies wurde nicht angefordert und ist auch nicht möglich.

Ich weiss leider nicht warum die Auszahlung so lange dauert. Anscheinend gibt es vermehrt Auszahlungsanfragen.

Herzliche Grüße

The casino probably made the payment because of the complaint.

The case can be closed, thank you

Das Casino hat wohl aufgrund der Beschwerde die Auszahlung getätigt.

Der Fall kann geschlossen werden, vielen Dank

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, biancaniedermeier, for your 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