Hello, I applied for a payout 3 weeks ago. I got 100 freespins on big bass splash and got an email 5 days ago that my money should be in my account in 2-3. So far nothing has come

Guten tag, ich habe vor 3wochen eine auszahlung beantragt. Ich habe 100 freespins bei big bass splash erhalten und vor 5 tagen eine email erhalten, das mein geld in 2-3 auf meinem konto eintreffen sollte. Bisher ist immernoch nichts gekommen

Dear AleKing44,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

Over the last two weeks, we have received a number of reports regarding delayed withdrawal requests at this particular casino. The casino has informed us that they were facing issues with their payment provider, which they have now rectified as of Monday, the 27th. We have received confirmation from some players that their withdrawals have been successfully processed.

Please note that there may still be some processing delays as the casino works to clear the backlog of withdrawals that accumulated during the disruption. However, payments have been processed since Monday and should be reaching players in the coming days.

We appreciate your patience and understanding. Please keep us informed about any further developments.

Thank you for your cooperation.

Best regards,

Petronela

Hello, thanks for the reply. I noticed that too, they wrote to me on Friday that it was processed. But yesterday in live support, they said to me. That your payment provider is causing problems again.

We have updated all open complaints to reflect that a deadline of Tuesday the 11th has been set for the casino to resolve all ongoing payment issues with their provider. While we understand that this may not be entirely within the casino's control, it is important to stress that players should not be left waiting for weeks without receiving their payments.

We hope that the issue will be resolved by the deadline. However, if it is not, we will be forced to close all existing complaints as unresolved and advise the casino to reopen them once the problem has been fixed.

Dear AleKing44,

Could you please let me know on Tuesday if there has been any development? Thank you very much for your patience and cooperation.

All right, thanks for the answer.

Alles klar, danke für die antwort.

Disappointingly, it appears that the issue of delayed payments has not been resolved. Despite acknowledging that the casino may not be entirely to blame, we have received reports from several players indicating that the payment provider is unaware of the problem. Furthermore, we have not received any updates from the casino on this matter. As a result, we have decided to close all outstanding complaints as unresolved.

We understand that this decision may be unsatisfactory for players who are awaiting their winnings, but we hope that it will prompt the casino to take action. We hope that the decrease in the casino's rating, as a result of these unresolved cases, will serve as a motivation for them to make the necessary changes. The casino may request that the complaint be reopened in the future if the withdrawal process is fixed. In the meantime, we urge the casino to inform its players about the withdrawal issue and to work diligently to find alternative payment methods for its customers.