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On May 29, 2024, I requested a withdrawal of 2000 Euros. I received an email stating that my withdrawal would be processed within 48 hours. On the morning of May 30, 2024, I received a request to verify my account (even though I believe I had already done this before). Regardless, my account was verified within 30 minutes. However, I am still waiting for the money to be withdrawn. Yesterday, I contacted support, and they sent an email to the finance department. So far, I haven't received any updates. Has anyone experienced how long this process takes?

Habe am 29.05.24 eine Auszahlung in Höhe von 2000 Euro in die Kasse gegeben. Ich erhielt eine e-mail das meine Auszahlung innerhalb von 48 Stunden bearbeitet wird. Am 30.05.24  Vormittag erhielt ich eine Aufforderung mich zu verifizieren. (Obwohl ich dies meines erachtens schon einmal war) egal ….Innerhalb 30 min war mein Account verifiziert , nun warte ich immer noch darauf das, dass Geld ausgezahlt wird. Gestern bin ich bereits mit dem Support in den Kontakt getreten, die eine email an die Finanzabteilung gesendet haben. Bislang noch keine Meldung ? Hat jemand Erfahrung, wie lange das dauert ? 

Dear Maddl,

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,

Kristina

Dear Maddl,

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.