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I fulfilled the bonus conditions and had 1800 in my account. Then they said that 800 had to be removed, because it stated in the terms and conditions that the maximum is 1000. After that, I requested a withdrawal of 1000 and it was rejected because apparently, I still had to wager 400€ more! I did that, lost, and then requested a withdrawal of 600€, and I've been waiting 3 days for the payout! Customer service keeps giving me the same copied response, and it's really frustrating! Can someone please help me?

Ich habe dienl Bonusbediengungen erfüllt und 1800 auf Konto gehabt. Dann haben die gesagt das 800 muss weg, weil das steht in AGB, dass 1000 maximal ist. Danach habe ich 1000 Auszahlung angefordert und war abgelehnt, weil ich anscheinend noch 400€ einsetzen musste! Das habe ich gemacht, verloren und danach 600 € Auszahlung angefordert und ich warte schon 3 Tage auf Auszahlung! Customer Service gibt immer die gleiche kopierte Antworte und dass ist echt anstrengend! Kann mir jemand helfen bitte?

Dear Milos87,

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.

They just refused to pay me out and left only €100 of €600 in my account. So, to understand again. I won €1800, then they refused and explained that I could only win a maximum of €1000. I requested €1000 and then they said that I had to wager another €400 so that I could meet the bonus conditions. I did that and then requested €600 and was just refused with the explanation that I had abused the bonus or something like that and they left €100 in my account. So from €1800 to €100, that's a total of €1700 stolen. I understand that they are not reliable, that they are late, but this is really sickening. €1700 stolen!!!

Die haben mir gerade Auszahlung abgelehnt und von 600€ nur 100€ auf dem Konto gelassen. Also, nochmal zu verstehen. Ich habe 1800 gewonnen, dann haben sie abgelehnt und begründet dass ich konnte maximal 1000 € gewinnen. Ich habe 1000 € angefordert und dann sagen sie dass ich muss noch 400€ einsetzen, damit ich die Bonusbedingungen erfüllen kann. Das habe ich gemacht und danach 600 € angefordert und war gerade abgelehnt mit Erklärung dass ich Bonus misbraucht habe oder so was und haben mir 100 € auf Konto gelassen. Also von 1800 bis 100 €, das ist insgesamt 1700€ gaklaut. Ich verstehe dass sie nicht zuverlässig sind, dass sie verspäten sich, aber dass ist echt zum Kotzen. 1700 euro geklaut!!!

Dear Milos87,

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.