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Hello

I have the following problem, for almost a year I have been waiting 4 weeks for my winnings to be paid out ...

I was asked for evidence of what the deposits came from, and these were submitted by me.

Then I received the email that my documents were verified, but the payment has not been paid out until today.

My account was already verified and, otherwise, the winnings were paid out at the same time with Trustly payment.

In the chat or by e-mail you only get informed that the compliance office has completed the process and that's it.

I ask that you might be able to help me.

Hallo

Habe folgendes Problem, seit fast einem Jahr 4 Wochen warte ich auf Auszahlung meines Gewinnes...

Ich wurde nach Nachweise worüber die Einzahlungen stammen gebeten, diese wurden meinerseits eingereicht.

Es kam dann die Email das meine Dokumente verifiziert wurden, aber die Zahlung wurde bis heute nicht ausgezahlt.

Mein Account war schon verifiziert, und sonst üblich, war mit Trustly Zahlung die Gewinne zeitgleich ausgezahlt.

Im Chat oder per Mail bekommt man nur mitgeteilt, daß der Vorgang der compliance Stelle ist vorliegt und das wars.

Ich bitte das ihr mir vielleicht weiter helfen könntet.

Dear Sascha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

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, especially wire transfers. 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 withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Thank you very much, Sascha, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Sascha,

I looked at your complaint and will do my best to help you. I would like to invite DrueckGlueck Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the DrueckGlueck 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, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.