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I'm not typically someone who complains, and up to this point, I've never done so, but I'm somehow stuck and asking for your help. On the 22nd of October, I requested a withdrawal. To process it, I needed to verify my identity, which is standard. I submitted the required documents, and that was fine. Then they wanted proof of payment, which I also provided, obviously using the payment method I deposited with. Now I've been waiting for over a week for a response, but nothing is happening. I've tried multiple times to speak with someone in the chat and asked for help, but it's been in vain. I keep receiving the same automated messages as responses. I'm not being verified, which means my withdrawal request isn't being processed. I'm slowly starting to believe that I won't receive the money.

Ich bin eigentlich nicht jemand der sich beschwert habe es bis zu diesem zeitpunkt auch noch nie getan aber irgendwie komme ich nicht weiter und bitte sie daher um hilfe ich habe am 22.10 eine Auszahlung beantragt um sie durch führen zu können musste ich mich verifizieren was ja auch normal ist ich habe dafür die gewünschten dokumente eingereicht dies hat dann auch geklappt dann wollten sie noch zahlungsnachweis auch dieses habe ich eingereicht natürlich die Zahlungsmethode mit der ich auch eingezahlt habe jetzt warte ich seit über einer woche auf eine antwort aber es passiert einfach nichts ich habe mehrmals versucht im chat mit ihnen zu sprechen und habe um hilfe gebeten aber vergeblich ich bekomme immer die selben auto nachrichten als antwort ich werde nicht verifiziert dadurch wird auch meine auszahlungsanfrage nicht bearbeitet und so langsam glaube ich einfach das ich das geld nicht erhalten werde.

Dear Sinoo89,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Sinoo89,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Sinoo89,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.