I can totally understand you being upset, because I would be too if it lasted a month. But it is important not to do it if the casino doesn't give you a cancellation of a withdrawal, because that will reset the time and start the counting all over again. That's just a small point to everything. 

However, I saw that the casino has been contacted by our team so I hope there will be a solution.

Hello, I made a withdrawal of 500 euros which was canceled today.

In the end, there were only 100 euros left in my player account and the 400 euros are gone.

I urgently need help to solve this case.

Hello,

I think now is the right time to ask the casino about the missing balance. You see, we have no access to further information about this problem, so it is up to you to find the details; we can then discuss them here.

Usually we ask players whether they accumulated winnings with or without bonuses, whether the account has been fully verified and if they have ever successfully withdrawn from the casino.

You can see that in the complaint too.

I'd say we can start with that. Plus, add the casino's explanation of the events, please.

Thank you.

Hello, I have already spoken to the casino and the money was supposedly refunded to my balance. Another employee told me the money was successfully paid out.

Now I don't know which information is right for me...

That's a surprising turn of events. Thank you for the update. Now, how can we work with this information? I guess you have not received the payment yet. Can you check that with your payment provider? Just to be sure, you know.

Could you please let me know your current casino balance? Has it changed, as you said? Or was that what the other guy told you?

I don't have it in my account at the moment.

It has not been paid out yet.

I currently have €100 in my casino account waiting to be paid out, even though it was actually €500, which the casino canceled.

Oh my!

Thank you for both screenshots.

So, actually, none of the provided updates fits the reality... that's just an amazing experience.

Sometimes, my Mastercard transactions take a few days to appear in my account. I think it would be beneficial to ask the support team again and possibly confront the worker with the information that was provided earlier.

Someone has to be able to explan that.

Still no result. Money was supposedly paid out.....

But nothing has arrived in my account yet.

Hello!

I am not sure how to get to the bottom of this. What about some transaction ID or anything else supporting the "we paid you already" version? I guess that would be far too easy...

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