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There have been 2 open payment requests since June 5th.

Despite the actual, maximum processing time of 3 working days (see terms and conditions) and several contact attempts (both in the chat about 10-15 times and several times by email), I only ever get the answer that the payouts are unfortunately late and I have to wait a little longer . I've been getting this answer since Thursday (June 8th) and nothing happens!

I don't have to verify myself either, the account says "verification is currently not necessary". I'm also afraid that the whole thing will be delayed again for several days/weeks, if at some point it will also become clear that I have to verify myself!

I ask for urgent help..

Seit 05. Juni bestehen 2 offene Auszahlungs-Anträge.

Trotz eigentlicher, maximaler Bearbeitungszeit von 3 Werktagen (s. AGB) und mehreren Kontaktversuchen (sowohl im Chat ca. 10-15 mal & mehrmals per Mail) erhalte ich immer nur die Antwort, dass die Auszahlungen leider verspätet seien und ich noch etwas warten muss. Diese Antwort erhalte ich nun seit Donnerstag (08.06.) und es passiert nichts!

Auch verifizieren muss ich mich nicht, im Konto steht „eine Verifizierung ist derzeit nicht notwendig". Ebenfalls habe ich nun Angst, dass das ganze sich nochmals mehrere Tage/Wochen verzögert, wenn dann irgendwann auch noch klar wird, dass ich mich verifizieren muss!

Ich bitte um dringende Hilfe..

Dear jdjdnnl,

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,
Complaints Resolution Center

Dear jdjdnnl,

Have you received your withdrawal from the casino yet?

Dear jdjdnnl,

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.

In the meantime - after several pressures in the chat - it has finally come.

I would still advise against anyone to play there. New excuses every time!

Mittlerweile ist es - nach mehrmals Druckmachen im Chat - endlich gekommen.

Ich würde trotzdem jedem abraten, dort zu spielen. Jedesmal neue Ausreden!

Dear jdjdnnl,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru