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Here is your text corrected and formulated more clearly:

Hello, I won a large sum of approximately €16,000 at this casino. Now I have a problem: it concerns the withdrawals.

I'm a "VIP player" there, which should mean my withdrawals are processed faster. However, that's not the case. They're even exceeding the deadline stated in their terms and conditions, which stipulates withdrawals should be approved within 3 business days. While a delay of 1-2 days would be acceptable, this is a much bigger problem.

You can submit a maximum of three withdrawal requests at the same time. After that, no further withdrawals are possible until at least one has been processed. This wouldn't be a big problem if everything ran smoothly.

The real problem, however, is that if there are already three withdrawals in the queue, after several days not all of them will be processed, but only one – namely the first one requested. According to the terms and conditions, the casino then has up to three business days to process the next withdrawal. This period is calculated either from the time the request was submitted or from the last processed withdrawal.

I find this very unfair, as in practice it means that – depending on the limit (€500, €800, €1,000 or €1,200 depending on the VIP level) – you effectively only receive a payout every 3 days.

With a larger win, as in my case, it can happen that you have to wait 2 to 3 months, and in case of delays even up to 4 months, for your money. I consider that extremely unacceptable.

I will also answer some of your initial questions in advance:

• I have already had a successful payout at this casino.

• KYC verification was not previously required.

• All winnings were achieved without any bonus and exclusively with real money.

Thank you in advance.

Best regards

Hier ist dein Text korrigiert und etwas klarer formuliert:

Hallo, ich habe in diesem Casino einen größeren Gewinn von ca. 16.000 € erzielt. Dazu komme ich jetzt zum Problem: Es geht um die Auszahlungen.

Ich bin dort ein „VIP-Spieler", was eigentlich bedeutet, dass meine Auszahlungen schneller bearbeitet werden sollten. Das ist jedoch nicht der Fall. Es wird sogar die in den AGB angegebene Frist überschritten, laut der Auszahlungen innerhalb von 3 Werktagen genehmigt werden sollen. Grundsätzlich wäre es noch akzeptabel, wenn diese Frist um 1–2 Tage überschritten wird, aber hier liegt ein größeres Problem vor.

Man kann maximal 3 Auszahlungsanträge gleichzeitig stellen. Danach ist keine weitere Auszahlung möglich, bis mindestens eine bearbeitet wurde. Das wäre an sich kein großes Problem, wenn alles reibungslos laufen würde.

Das eigentliche Problem ist jedoch, dass wenn bereits 3 Auszahlungen in der Warteschlange sind, nach mehreren Tagen nicht alle bearbeitet werden, sondern nur eine – nämlich die zuerst beantragte. Laut den AGB hat das Casino danach erneut bis zu 3 Werktage Zeit, um die nächste Auszahlung zu bearbeiten. Dabei wird die Frist entweder ab dem Zeitpunkt der Antragstellung oder ab der zuletzt bearbeiteten Auszahlung gerechnet.

Das empfinde ich als sehr unfair, da es in der Praxis bedeutet, dass man – je nach Limit (500 €, 800 €, 1.000 € oder 1.200 € je nach VIP-Level) – effektiv nur alle 3 Tage eine Auszahlung erhält.

Bei einem größeren Gewinn wie in meinem Fall kann es dadurch passieren, dass man 2 bis 3 Monate, bei Verzögerungen sogar bis zu 4 Monate auf sein Geld warten muss. Das halte ich für äußerst unangemessen.

Ich gebe Ihnen auch vorab Antworten auf wahrscheinlich Ihre ersten Fragen:

• Ich hatte bereits eine erfolgreiche Auszahlung in diesem Casino.

• Eine KYC-Verifizierung war bisher nicht erforderlich.

• Alle Gewinne wurden ohne jeglichen Bonus und ausschließlich mit Echtgeld erzielt.

Vielen Dank im Voraus

Mit freundlichen Grüßen

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Dear Sgcspieler,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify when exactly you requested these three withdrawals?
• What is the current status of your withdrawal requests — are they shown as "pending" or "processed" in your casino account? If possible, please attach a screenshot of your withdrawal history in this thread so we can review it.
• When exactly did you make the last successful withdrawal, and how many days did it take to be processed?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sgcspieler,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina