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I submitted a withdrawal request on April 1, 2024. I have already submitted my driver's license, Paysafe Account screenshot, bank statement as well as Face ID, and as requested by KYC, a photo of me holding my driver's license.

I have already reached out to Support 20-30 times. My emails are being ignored, and I keep being told that my withdrawal is being processed and everything has been checked. However, nothing happens. I have taken screenshots and currently still have access to the account. I have not played with any bonus money. Please help me.

Ich habe am 1. April 2024 eine Auszahlungsanfrage gestellt. Ich habe bereits meinen Führerschein, Paysafe Account Screenshot, Kontoauszug sowie Face ID und wie von KYC gewünscht ein Bild mit meinen Führerschein in der Hand übermittelt.

Ich habe bereits 20-30 mal Kontakt mit dem Support aufgenommen. Meine E-Mails werden ignoriert und ich werde immer wieder vertröstet, dass meine Auszahlung in Bearbeitung ist und alles geprüft wurde. Es passiert jedoch nichts. Ich habe Screenshots erstellt und momentan habe ich noch einen Zugriff auf das Konto. Ich habe mit keinen Bonusgeld gespielt. Bitte helfen Sie mir.

Dear Stivncc,

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 Stivncc,

Have you received your withdrawal from the casino yet?

Dear Stivncc,

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.

Good day,

The payout was made after I had to present a huge number of documents, including a notarized passport. I would not recommend this casino to anyone!

Guten Tag,

die Auszahlung wurde durchgeführt nach extrem vielen Dokumenten welche ich vorlegen musste. Unter anderem ein notariell beglaubigter Reisepass. Ich würde dieses Casino niemandem empfehlen!

Dear Stivncc,

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