Casino refuse to pay out the money. Has been stuck at being processed since 30th august

Dear hanneslandsberger,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Kyc worked fine

I have not made a withdrawl from that Side before

Bonus was active while i won the money

Thank you for your reply, hanneslandsberger. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

So they withdrawl request is marked as awaiting.

I have contacted live support several times always the same copy paste messages " we′` are sorry for the delay" and "we are sure you will get your money soon" without any real explanation why

Thank you very much hanneslandsberger for your reply. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear hanneslandsberger,

I am so disappointed to hear your withdrawal hasn't reached you yet. Do you have any news regarding your withdrawal?

I am afraid we are dealing with the casino which refuses to respond to the complaints in general.

Thank you in advance for providing the information.

Kind regards,

Stefan

No unfortunately i have not recieved the money or any new Updates/Reasons for the delay from live Support

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear hanneslandsberger,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Kind regards,

Stefan