On 21.04.20 I requested the amount I won of 2000 euros. After I submitted all documents, I was informed by email that the amount was transferred on May 18, 2018. At the same time, a transfer fee of EUR 51.25 was debited. To date, I have not received any money. I report to customer support every week and I am always put off, our finance team is still processing! I had the last contact on 06/23/2020. I would be very grateful to you for help. LG KK ****

Ich habe am 21.04.20 meinen gewonnenen Betrag von 2000.Euro angefordert. Nachdem ich alle Dokumente eingereicht habe,wurde mir per Mail mitgeteilt das der Betrag am 18.05.20 überwiesen wurde. Gleichzeitig wurde eine überweisungsgebühr von 51,25 Euro abgebucht. Bis heute habe ich kein Geld erhalten. Ich melde mich w?chentlich beim Kundensupport und werde jedesmal vertr?stet, unser Finanzteam ist noch bei der Bearbeitung!Den letzten Kontakt hatte ich am 23.06.20.Ich w?re Ihnen sehr dankbar, über Hilfe. L.G K.K****

Dear Kerstin,

Thank you for submitting your complaint. I’m very sorry to hear about your problem. Could you, please, confirm that this was your first attempt for a withdrawal? Have you received any confirmation from the casino regarding successful KYC verification?

If you saved any communication between you and the casino, please forward it to [email protected].

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

Best regards,

Kristina

Thank you very much Kerstin for your emails. I will now transfer your complaint to my colleague Peter 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.

Additionally, I would like to ask you to reply directly to this thread in the future. This is for us the quickest and easiest way of communication.

Hi Kerstin,

I'm taking over your complaint. I will contact the casino and see what can be done.

We would like to ask the Generationvip 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Kerstin,

We didn't receive any reply because the person I contacted doesn't work for the casino anymore. I found a new contact and hope they will reply soon.

Hi Kerstin,

Has there been any news? I was told the issue would be taken care of.

Dear Kerstin,

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

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.