My player account was closed about 6 weeks ago due to gambling addiction. Which is OK too. I won €14,000 and quickly went down to €8,000. A few days later I asked for payment twice. It said they would be forwarded. To my message 2 weeks ago asking for information about the status of my player account. Unfortunately I didn't receive any answers either. Because there is a balance of €8000 on my closed player account. I would like to know whether my credit will be paid out to me or whether there are deadlines that the casino has to adhere to? Do I need legal advice to clarify the matter? - Hopefully not! I would be very happy about a bit of helpful information. thx Rene B******

mein Spielerkonto wurde wegen spielsüchtigen verhalten vor ca. 6 wochen geschlossen. Was auch OK ist. Ich habe 14.000 € gewonnen und bin schnell auf 8000 € runter. Ich habe ein paar tage sp?ter 2 mal um Auszahlung gebeten. Es hie? sie werden weitergeleitet.Auf meine Nachricht vor 2 wochen, mit der bitte um info über den status meines spielerkontos. habe ich leider auch keine Antworten erhalten. Da sich auf meinem geschlossenem Spielerkonto ein Guthaben von 8000 € befindet. würde ich gerne wissen ob mir mein guthaben ausgezahlt wird oder ob es fristen gibt an die sie sich das Casino halten muss? Brauche ich einen Rechtsbeistand um die Angelegenheit zu kl?ren?- Hoffentlich nicht! ich würde mich über ein bisschen helfende infomation sehr freuen. thx Rene B*******

Dear Darktroja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please your account was successfully verified in the past? Have you accumulated your winnings with or without an active bonus?

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, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Darktroja,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.