Hello, I won 200 Euro in this casino on October 7th, and the payment was taken into processing on the 9th. Since then, the casino has been telling me that their payment systems are processing my withdrawal and that they can't do anything about it. However, a colleague told me yesterday that I would receive the payment. Of course, I did not. I was told on the 9th that I have to wait 5 business days for the payout. Now, even 6 business days have passed and I still haven't received my winnings. Guys, I really need your help. I didn't play with a bonus, and I've been verified on the site for a long time. This is not the first payout, but it is the first one with issues!

Hallo ich habe am 7.10 in diesem Casino 200 Euro gewonnen, am 9 wurde die Zahlung als Bearbeitung aufgenommen, seitdem erz?hlt mir das Casino das die Zahlungssysteme meine Auszahlung bearbeiten, und das sie nichts dafür k?nnen, gestern sagte mir ein Kollege aber, das ich gestern noch die Zahlung bekommen würde. Dies hab ich natürlich nicht. Man sagte mir am 9 ich muss die 5 Werktage warten bis zur Auszahlung, mittlerweile sind sogar 6 Werktage vergangen und ich habe den Gewinn immer noch nicht bekommen , Leute bitte ich brauche eure Hilfe. Ich habe nicht mit einem Bonus gespielt, und ich bin auf der Seite schon lange verifiziert. Dies ist nicht die erste Auszahlung, aber die erste mit Problemen!

Dear Ella092,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

According to rules 8.13. For the players who successfully complete the verification process, a withdrawal amount up to 500 EUR (or your currency equivalent) will be approved by the casino within 2 business days from the date of the request, excluding weekends and public holidays.

It's been 8 business days?!

Laut der Regeln 8.13. Für die Spieler, die den Verifizierungsvorgang erfolgreich abgeschlossen haben, wird ein Auszahlungsbetrag bis zu 500 EUR (oder eine Entsprechung in Ihrer W?hrung) innerhalb von 2 Werkstagen ab dem Datum der Anfrage vom Casino genehmigt, au?er Wochenenden und Feiertagen.

Es sind 8 Werktage vergangen?!

You can mark the complaint as resolved. I got the payout today! Thanks.

Sie k?nnen die Beschwerde als gel?st markieren. Ich habe heute die Auszahlung bekommen! Danke.

Dear Ella092,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

www.kpvfaw.com