Hello,

By the way, my first name is Kay, I couldn't change it.

I registered, paid in and used the new customer bonus on May 20th, 2021. I also paid out on the same day. The verification process was successfully completed on June 5th. After a long wait, I was in the chat and asked about my payout. There I was told that everything was verified and that the payout would be instructed. When I asked when that would be, they couldn't give me any information in the chat. Also on several emails and again in the chat there was nothing new. Over and over again that you can't speed up the withdrawal process. On June 24th I announced a complaint if the money wasn't in my account in 7 days. To which unfortunately nothing happened, also no answer.

I've been waiting for my payout for over 4 weeks now and despite constant statements that the responsible department would pay out, unfortunately nothing happens anymore.

Hallo,

mein Vorname ist übrigens Kay, konnte ich nicht ab?ndern.

ich hatte mich am 20.5.2021 registriert, eingezahlt und den Neukundenbonus genutzt. Am selben Tag habe ich auch ausgezahlt. Am 5. Juni war der Verifizierungsprozess erfolgreich beendet. Nach l?ngerer Wartezeit war ich dann im Chat und habe nach meiner Auszahlung gefragt. Dort wurde mir gesagt, dass alles verifiziert sei und die Auszahlung angewiesen wird. Auf meine Frage, wann das denn sei, konnten sie mir im Chat keine Auskunft geben. Auch auf mehrere Emails und wiederum im Chat kam nichts Neues. Immer wieder, dass Sie den Auszahlungsprozess nicht beschleunigen k?nnen. Am 24. Juni habe ich dann eine Beschwerde angekündigt, wenn in 7 Tagen das Geld nicht auf meinem Konto ist. Worauf leider auch nichts passiert ist, auch keine Antwort.

Ich warte jetzt seit über 4 Wochen auf meine Auszahlung und trotz st?ndiger Aussage, dass die zust?ndige Abteilung auszahlen würde, passiert leider gar nichts mehr.

Dear Nordsturm5,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been fully verified already? Is the delay an internal casino system issue, or it’s related to your account only? Do I understand correctly that payment is still pending inside your account without being processed?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

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

Best regards,

Petronela

PS: Your login is displayed instead of your first name, is that alright, or you wish to change it?

Hello Petronela,

yes, that's ok with my username as login. ??

Yes, my account is fully verified. The payout is still on "Pending". I can't say where the problem is. They just don't pay out ...

Best wishes

Kay

Hallo Petronela,

ja, das ist ok mit meinem Nutzernamen als Login. ??

Ja, mein Konto ist vollst?ndig verifiziert. Die Auszahlung ist immer noch auf "Ausstehend". Wo das Problem liegt, kann ich nicht sagen. Sie zahlen halt einfach nicht aus ...

Viele Grü?e

Kay

Thank you very much, Nordsturm5, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

All right, I would be very happy if I got my money. Thanks!

Alles klar, das würde mich sehr freuen, wenn ich mein Geld bekommen würde. Danke!

Hi Kay,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Sieger to the conversation to participate in the resolution of this complaint.

Hi Peter,

all right, I would be very happy if I get the money paid out.

Thanks and best regards

Kay

Hallo Peter,

alles klar, würde mich sehr freuen, wenn ich das Geld ausbezahlt bekomme.

Danke und viele Grü?e

Kay

Dear Customer, 

Kindly be informed that your withdrawal request is still pending. Due to the sensitivity of these cases, limited information is provided by our legal department. I will kindly ask you to wait for our legal team's conclusion. We do understand how inconvenient such situation can be, however, we do take our terms and conditions very seriously, so all the necessary checks have to be made. I will be able to answer your questions the moment we receive more information from our legal department. Until then, I am left with no choice but to ask you for a little more patience. Rest assured that we will do our best to provide you with updates in in the shortest time possible. 

Kind regards,

Casino Sieger Complaints team

Thank you Casino Sieger team for your reply. I would like to point at the fact that the player has been waiting for 5 weeks now which seems long enough for all the checks to get finished. It would be nice if there was some sort of a conclusion soon. Let's give it a few more days.

Dear Casino Sieger team,

Has there been any news?

Hi Kay,

Have you received any new messages from the casino?

Hi Peter,

No, unfortunately not.

Hallo Peter,

nein, leider nicht.

Hi Kay,

I’m afraid, there is not much that can be done without cooperation from the casino's side. 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. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own ([email protected]). I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. We received a message that the funds were paid to the player.

Dear Nordsturm5,

Can you confirm this?

Dear CasinoGuru Team,

Thank you so much for reopening this complaint.

Having checked everything with our payment department we can confirm that the payout was processed from our side.

If you require any additional information from our side we stay at your disposal.

Best regards

Customer Experience Team

Dear Nordsturm5,

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

Since we haven't heard from the player, we are rejecting his complaint. Based on the conversation with the casino was the money due paid in full.