On June 8th I requested a payout, have asked several times since then, each time I was told it would be processed soon and that the responsible team was currently very busy, so please be patient.

Yesterday, June 11th, I received an email for the first time, stating that my credit card needed to be verified. I did this immediately, but now I've received no response and no information about the payout. It's been well over 100 hours since I requested a payout, but according to the terms and conditions, requests are processed within 48 hours.

This seems like a pure delaying tactic to prevent me from paying out my money. Live chat only sends standard replies and no helpful information; emails aren't even answered. I feel like my money is gone and there's nothing I can do about it. Questions about KYC aren't being answered, neither by the KYC team nor by customer support.

Am 8.6. Eine Auszahlung angefordert, seitdem mehrmals angefragt, jedes Mal hie? es, wird bald bearbeitet das zust?ndige Team habe derzeit viel Aufkommen deshalb m?ge ich mich doch bitte bitte gedulden.

Gestern 11.6. erstmals eine Mail, dass meine Kreditkarte doch verifiziert werden solle, dies habe ich umgehend gemacht, nun wieder keinerlei Antworten und keinerlei Information zur Auszahlung. Es sind nun weit über 100 Stunden seit Auszahlungsantrag vergangen, laut Terms und Conditions werden die Anfragen aber innerhalb von 48h bearbeitet.

hier kommt es mir nur noch wie reine Hinhalte-Taktik vor um mir das Geld nicht auszuzahlen. Live-Chat schickt lediglich Standard Antworten und keinerlei hilfreiche Informationen; auf Emails wird erst garnicht eingegangen. Ich habe hier das Gefühl das mein Geld weg ist und ich nix dagegen tun kann. Fragen zum KYC werden nicht beantwortet, weder von KYC-Team noch vom Kundensupport.

Dear Sambo85,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Hi,

Thanks for the feedback. I would like to point out that the withdrawal hasn't even been processed yet. While I understand bank processing times, I don't understand why, according to the casino's terms and conditions, withdrawals should be processed within 48 hours at the most, and only after four days did I receive an automated email asking me to verify my credit card first. This should have been communicated in advance, and one of the countless support employees could have pointed it out to me so that I could submit this document immediately. However, this was not done.

I will be patient a little longer and get back to you if the situation does not change in the next few working days.

Hi,

danke für die Rückmeldung. Ich m?chte darauf hinweisen dass die Auszahlung noch nicht einmal bearbeitet wurde. Bei allem Verst?ndnis für Bankbearbeitungszeiten, habe ich kein Verst?ndnis dafür dass die Auszahlung laut AGBs des Casinos in maximal 48h prozessiert werden sollen und ich nach 4 Tagen erst, eine automatisierte Mail bekomme in der ich zun?chst meine Kreditkarte verifizieren soll. Dies h?tte im Vorfeld kommuniziert werden sollen, zudem h?tte einer der unz?hligen Support Mitarbeitern mich darauf hinweisen k?nnen so dass ich dieses Dokument direkt einreiche. Jedoch wurde dies nicht getan.

Ich werde mich noch etwas gedulden und nochmals auf euch zukommen insofern sich in den n?chsten Werktagen nichts an der Situation ?ndert.

Thank you for your response. Have you received any updates regarding the verification of your account or the withdrawal request in the meantime?

Dear Sambo85,

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.