The player from Germany had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The issue was not resolved as the player did not respond to the Complaints Team's inquiries regarding account verification and the status of the winnings. Consequently, the complaint was rejected due to a lack of communication.
Igrač iz Nemačke je zatražio povlačenje pre podnošenja žalbe. Nažalost, njihovi dobici još nisu primljeni. Problem nije rešen jer igrač nije odgovorio na upite tima za žalbe u vezi sa verifikacijom naloga i statusom dobitaka. Shodno tome, žalba je odbijena zbog nedostatka komunikacije.
Zatražio sam svoje prvo podizanje od 500 € 10. februara 2025. Moje drugo podizanje od 500 € 11. februara 2025. i moje treće podizanje od € 800 13. februara 2025. Već sam kontaktirao podršku nekoliko puta. Sva povlačenja su samo u tački 2 koja kaže: „u toku". Voleo bih da mi se novac isplati.
I requested my first withdrawal of €500 on February 10, 2025. My second withdrawal of €500 on February 11, 2025 and my third withdrawal of €800 on February 13, 2025. I have already contacted support several times. All withdrawals are only at point 2, which says: "in process". I would like to have my money paid out.
Ich habe meine erste Auszahlung zum 10.02.2025 in Höhe von 500€ beantragt. Meine zweite Auszahlung zum 11.02.2025 ebenfalls in Höhe von 500€ und meine dritte Auszahlung in Höhe von 800€ am 13.02.2025. Ich habe bereits mehrfach den Support kontaktiert. Alle Auszahlungen sind erst bei Punkt 2., der lautet : "in Bearbeitung" . Ich möchte mein Geld ausgezahlt bekommen.
Dear nailbelisia5,
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 nailbelisia5,
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.
Još uvek nisam dobio novac.
Još nema vesti.
I still haven't received any money.
There is no news yet.
Ich habe immer noch kein Geld erhalten.
es gibt bisher keine Neuigkeiten.
Draga nailbelisia5,
Možete li molim vas da nam kažete da li je vaš nalog verifikovan i ako jeste od kada tačno i da li ste akumulirali svoje dobitke sa bonusom ili pravim novcem?
Čekam vaš odgovor.
pozdrav,
Nick
Dear nailbelisia5,
Can you please advise if your account is verified and if yes since when exactly and if you have accumulated your winnings with a bonus or real money?
Awaiting your response.
Regards,
Nick
Dear nailbelisia5,
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.
Nažalost, igrač nije odgovorio na naše poruke i pitanja. Shodno tome, nismo u mogućnosti da dalje istražujemo i nemamo drugog izbora nego da odbijemo ovu žalbu.
Igrač može ponovo da otvori ovu žalbu u bilo kom trenutku.
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.
Besplatni profesionalni edukativni kursevi za zaposlene u online kazinima usmereni na najbolje prakse u industriji, poboljšanje iskustva igrača i pošten pristup kockanju.
Inicijativu koju smo pokrenuli s ciljem stvaranja globalnog sistema samoisključenja, koji će omogućiti ranjivim igračima da blokiraju pristup svim mogućnostima online kockanja.
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Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
