Hello, I won €650 there on February 11th and now I wanted to pay it out after winning there about 8 months ago. A document is said to have expired so I had to upload a new one. The document was accepted after 5 days and so I made a payment on February 16th, which was supposed to be processed after 24 hours. To date, this withdrawal of €400 has not been processed. And I couldn't even place the other 250, because you can only make one payout at a time and no more than €400 go.

meanwhile I don't think I'll get the money anymore and I'm just being stalled by the casino

Hallo, habe dort am 11.2 650€ gewonnen und wollte es nun auszahlen nachdem ich vor circa 8 Monaten schonmal dort gewonnen habe. Ein Dokument soll abgelaufen sein also musste ich ein neues hochladen. Dokument wurde nach 5 Tagen akzeptiert und so machte ich am 16.2 eine Auszahlung die angeblich nach 24 Stunden bearbeitet werden sollte. Bis heute ist diese Auszahlung von 400€ nicht bearbeitet wurden. Und die andere von 250 konnte ich noch gar nicht stellen, da man nur eine Auszahlung gleichzeitig machen kann und nicht mehr als 400€ gehen.

mittlerweile glaube ich nicht mehr das ich das Geld bekomme und ich werde vom Casino nur Hingehalten

Dear Nico,

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

Best regards,

Petronela

KYC accepted but still no payout

KYC wurde angenommen aber die Auszahlung noch immer nicht

I fully understand your frustration, Nico. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by Wednesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

So no money yet

Also bis jetzt ist noch kein Geld da

The first 400 have arrived. Now I wanted to apply for the next 280, but the site does not allow this and says the maximum withdrawal amount is €0

I try to write the support again and hope that I don't have to wait another 2 weeks for this

Die ersten 400 sind angekommen. Jetzt wollte ich die n?chsten 280 beantragen, doch die Seite l?sst dies nicht zu und sagt maximaler Auszahlungsbetrag 0€

ich versuche den Support nochmal zu schreiben und hoffe das ich hierauf jetzt nicht auf noch 2 Wochen warten muss

Thank you very much, Nico, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Nico,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite MaChance Casino to the conversation to participate in the resolution of this complaint.

We would like to ask MaChance Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Nico,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority ([email protected]) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied ([email protected]). I wish I could be of more help.

Best regards

Peter