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Ladies and Gentlemen

I started a withdrawal request a few days (3) ago. Since then, I have not been asked about the verification process, nor have I been notified of a payout. I can't get any information.

Sehr geehrte Damen und Herren,

Ich habe vor einigen Tagen (3) eine Auszahlungsanfrage gestartet. Seit dem kam weder die Frage nach dem Verifizierungsprozess noch wurde ich über eine Auszahlung benachrichtigt. Ich kriege keine Informationen.

Dear Klaus91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Hello Kristina,

Even the verification process was not even asked.

Usually this doesn't take that long. You could at least ask about this. I also actively contacted the verification department and got no response.

Hallo Kristina,

Selbst der Verifizierungsprozess wurde nicht einmal abgefragt.

Normalerweise dauert so etwas nicht so lange. Dies könnte man ja zumindest abfragen. Ich habe mich auch aktiv an die Verfizierungsabteilung gewandt und keine Antwort bekommen.

Thank you for your reply, Klaus91. Please note that we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Understood. Then we wait

Alles klar. Dann warten wir ab

Dear Klaus91,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.