Hello, I made my withdrawal from the casino 1 week ago and still nothing has happened. Each live chat agent says something different.

On the web that the withdrawal takes 3 to 5 business days but nothing has been done yet.

I am very disappointed in this casino. I've often written that I need the money urgently because I'm going on vacation, but every time I'm only told that I'll get the money soon, which isn't the case. Could you please help me with that? After all, it's about 1000 euros.

Kind regards Aylin K******

Hallo ich habe vor 1 Woche meine Auszahlung bei dem Casino get?tigt und es ist immer noch nichts passiert. Jeder Mitarbeiter im Live Chat sagt etwas anderes.

Im Internet das die Auszahlung 3 bis 5 Werktage dauert, aber es wurde noch nichts getan.

Ich bin sehr entt?uscht von diesem Casino. Ich habe ?fters geschrieben das ich das Geld dringend ben?tige da ich in den Urlaub fliege, aber man wird jedes mal nur vertr?stet und es heisst dass ich das Geld bald erhalten werde was aber nicht der Fall ist. K?nnte sie mir da bitte helfen? Schlie?lich geht es um 1000 Euro.

Liebe Grü?e Aylin K******

Dear kreuter1997,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hello I still haven't received my money. I'm just kept there and it's been saying my payout has been in process for 9 days and it's been said for 3 days that the payout is in the final stages.

I don't get to hear more

Hallo habe mein Geld immer noch nicht Erhalten. Ich werde nur dahin gehalten und es heisst seit 9 Tagen das meine Auszahlung in Bearbeitung ist und seit 3 Tagen das die Auszahlung in der Endphase ist.

Mehr bekomme ich nicht zu h?ren

Hello kreuter1997,

Have there been any developments since our last conversation, please? 

Dear kreuter1997,

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

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.