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Both of my withdrawals, each worth 400 Euros, were supposedly transferred to my account, according to the operator’s email, one on 02.01.25 and the other on 04.01.2025!

Neither of them has appeared in my account yet!!!!

This can't be right, it’s a standard bank transfer and should have been processed by now!

I am hereby filing a complaint!

Meine beiden Auszahlungen im Wert von jeweils 400 Euro wurden eine am 02.01.25 und die andere am 04.01.2025 laut Email des Betreibers auf mein Konto überwiesen!

Bis jetzt ist keins von beiden auf meinem Konto!!!!

Kann doch nicht sein ,ist eine normale Banküberweisung,müsste schon längst gebucht sein!

Hiermit lege ich Beschwerde ein!

Dear schwendnerjurgen81,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Unbelievable where is the money if the transfer is successful

Unglaublich wo soll das Geld sein bei erfolgreicher Überweisung

If the transfer has been made, and according to the email it has, it will take a maximum of 1 to 2 days

Wenn die Überweisung getätigt wurde ,und das ist sie ja laut Email,dauert es höchstens 1bis 2 Tage

Thank you for your reply, schwendnerjurgen81. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Just for your information, it has been processed and according to the email it was transferred successfully!

That's a fact, the casino doesn't have to do any more processing! It has definitely been processed and transferred, according to the casino's email!!!

Nur zur Info, bearbeitet ist es ,laut Email wurde es erfolgreich überwiesen!

Das ist Fakt ,das Casino muss keine Bearbeitung mehr machen ! Ist definitiv bearbeitet und überwiesen worden ,laut Email des Casinos!!!

Dear schwendnerjurg

Sorry to hear you faced troubles.

Please let us know if you reported the issue to our support.

Have you provided the disputed transaction IDs?

We've looked through the chat, and it seems that there is a clear misunderstanding, whether you were referring to Deposit of Withdrawal or bonus money.

We are kindly asking you to speak to live support, provide the transaction IDs, provide all the extra information that will be required to launch the investigation.

Thank you for cooperation!

Regards

This always comes from the casino as an email confirmation for the payout, they write always deposit confirmation because you are paying it into my account!!!!! It is not a deposit from me, no bonus or anything else, in the first two screenshots it is right at the top, withdrawal confirmation!!!!!!!!!

das kommt immer so von dem Casino als Email Bestätigung für die Auszahlung,die schreiben immer Einzahlungsbestätigung weil Sie es ja auf mein Konto einzahlen !!!!! Ist keine Einzahlung von mir auch kein Bonus oder irgendetwas anderes ,bei den beiden ersten. Screenshots steht es ganz oben , Auszahlungsbestätigung!!!!!!!!!

Dear  schwendnerjurg

Please kindly provide this information to support.

They will request additional information in order to launch an investigation.

Regards

I forwarded it to support

Habe es an den Support weitergeleitet

Forward to support, I'm not laughing, nothing comes from the casino!

You really feel like you're being ripped off!

An den Support weiterleiten,das ich nicht lache ,da kommt nix seitens des Casinos !

Da kommt man sich richtig verarscht vor!

The casino has not responded to any of my inquiries regarding withdrawals!!!!

What can you do!!!???

Das Casino meldet sich auf keine meiner Anfragen bezüglich der Auszahlung!!!!

Was kann man tun!!!???

Hello everyone,

Thank you both for your replies.

schwendnerjurgen81, has there been any news since my last message?

The money was credited back to my player account, then I requested another withdrawal of 499 euros, was approved and according to the email successfully transferred, that was on 11.01.25, so far nothing has arrived in my account!!!!!

I'm filing another complaint, this can't be true, according to the live chat it has been sent back to the finance department for review!!!!! Always the same!!!

Das Geld wurde wieder auf mein Spielerkonto gebucht ,dann habe ich eine weitere Auszahlung in Höhe von 499 Euro beantragt , wurde genehmigt und laut E-Mail erfolgreich überwiesen das war am 11.01.25 , bislang ist immer noch nichts auf meinem Konto eingegangen!!!!!

Ich lege nochmals Beschwerde ein ,das darf doch nicht wahr sein ,laut live Chat ist es wieder an die Finanzabteilung gegangen zur Überprüfung!!!!! Immer dasselbe!!!

And still no payout!!!!

They always just fob you off with the statement, "We've forwarded it to the finance department, I'm about to lose my temper!!!"

I have been waiting for this payment since January 11th, 2025. If you take the two previous payments into account, then I have been waiting for the payments since January 2nd, 2025!!!!!!

Absolute cheek!!!

Und immer noch keine Gewinnauszahlung!!!!

Man wird immer nur vertröstet mit der Aussage ,wir haben es an die Finanzabteilung weitergeleitet,mir platzt bald der Kragen!!!

Seit dem 11.01.25 warte ich jetzt auf diese Auszahlung,wenn man die beiden vorherigen Auszahlungen berücksichtigt dann warte ich seit dem 02.01.25 auf die Auszahlungen!!!!!!

Absolute Frechheit!!!

So, it's done! The casino has credited the money back to my player account and I will risk the money and if I lose it, this casino will never see me again!

Thanks Casino Guru for the help!!!

So, hat sich erledigt! Das Casino hat mir das Geld wieder auf mein Spielerkonto gebucht und ich werde das Geld riskieren ,und wenn ich es verloren habe sieht mich dieses Casino nie wieder !

Danke Casino Guru für die Hilfe !!!

schwendnerjurgen81, do I understand correctly that you decided to play all your balance? Could you please clarify how much money you currently have in your casino account?

It's done, no credit left!!!

Hat sich erledigt,kein Guthaben mehr da!!!

I am sorry to hear that. Sadly, since you have wagered your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.