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Dear xscholzkerstinx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Please understand that it can take a few days to review and approve the withdrawal request. Do I understand correctly that you lost all the money you initially wanted to withdraw? Is there any balance left?

Thank you in advance for your reply.

Best regards,

Kristina

I've already been verified and they haven't paid out

Ich wurde bereits verifiziert und die haben nicht ausgezahlt

Thank you for your reply, xscholzkerstinx. I’m very sorry but you haven’t answered my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

There is no balance

Es gibt kein gleichgewicht

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear xscholzkerstinx,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.