Ladies and Gentlemen

I've been waiting for a payout for over 2 weeks. All documents have been successfully uploaded. I have written to support many times and NEVER RECEIVED ANY RESPONSE. The live chat is also not responding anymore. I smoke your help

I probably won't see the money.

Sehr geehrte Damen und Herren,

Seit über 2 Wochen warte ich auf eine Auszahlung. Alle Dokumente wurden erfolgreich hochgeladen. Ich habe den Support oft angeschrieben und NIE EINE ANTWORT BEKOMMEN. Der Live Chat antwortet auch nicht mehr. Ich rauche eure Hilfe.

Wahrscheinlich werde ich das Geld nicht sehen.

Dear Klaus91,

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,

Veronika

Hello,

I have not used a bonus. The live chat agent said I successfully verified myself.

Before that I didn't have any winnings. This is the first time.

I get no message. The answers not at all. Nothing.

Hallo,

Ich habe kein Bonus genutzt. Der Live Chat Mitarbeiter hat gesagt, dass ich mich erfolgreich verifiziert habe.

Zuvor hatte ich keine Gewinne. Dies ist das erste Mal.

Ich kriege keine Mitteilung. Die Antworten garnicht. Nichts.

Have you saved any communication with customer support? If so, please forward it to [email protected]. Alternatively, you may post the screenshots here.

Hello Veronika,

You can write to the casino on their website under "Contact us". Unfortunately I didn't photograph them.

I can write to you again and then take a picture for you.

Hallo Veronika,

Man kann das Casino auf deren Webseite unter "Contact us" anschreiben. Leider habe ich diese nicht abfotografiert.

Ich kann die gerne noch einmal anschreiben und dir dann ein Foto machen.

Thank you for the screenshots. I have looked at them and it seems that the security department is still investigating your identity documents. Are you able to log into your account? Can you see what the status of your verification procedure is?

Hello Veronika,

The problem is that I can't look at the current status. There are no functions to check if you have completed the verification process. I can't track anything. I can log in though. But understand nothing.

Hallo Veronika,

Das Problem ist, dass ich mir den aktuellen Status nicht anschauen kann. Es gibt keine Funktionen über der man schauen kann, ob man den Verfizierungsprozess abgeschlossen hat. Ich kann nichts nachverfolgen. Ich kann mich zwar einloggen. Aber nichts nachvollziehen.

Verification is an important process that may take several days to be finished. Usually, we recommend players wait 14 days for their identity documents to be checked and approved by the relevant casino department. Has there been any progress in your case? Have you received any results of the verification? Please let me know.

Dear Klaus91,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.