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Hello, I've been waiting for my payout for 9 days now, I've been a regular customer for a year and yet they still haven't paid out.

I keep hearing the same excuses.

What do I care if they have many payouts? I want my money; I have to deposit it right away too.

I was really disappointed and am considering never paying in again.

Hallo ich warte jetzt schon 9 Tage auf meine Auszahlung bin jetzt schon 1 Jahr Stammkunde und trotzdem zahlen sie nicht aus.

Ich bekomme immer wieder die gleichen Ausreden zu hören.

was interessiert mich ob die viele Auszahlungen haben ich will mein Geld ich muss ja auch einzahlen auch gleich.

Bim Echt enttäuscht hat überlege auch nie wieder einzuzahlen.

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Dear Jenny26,

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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of 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

Petra

Dear Jenny26,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru