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Hello, I applied for two payments on March 6th, 2022, once in the amount of 270 euros and once in the amount of 300 euros and since then I have been waiting for the payments. At customer support you don't get any exact information when I'll get my money, only that the finance department is working on it and today I wrote again in the chat because it said my payouts are in the final phase. I haven't even received a request for verification yet. Pure garnix I sent two emails to the finance department yesterday to see what my payouts look like. They didn't even answer. I have also written emails to customer support and it says only my payments are in PROCESSING. I've never experienced anything like that in a casino where you don't get exact answers, let alone an approximate time when the payment will be made. Normally I had to wait a maximum of 5 days in other casinos and then the money was in the account.

Hallo und zwar hab ich am 06.03.2022 zwei Auszahlungen beantragt einmal in Höhe von 270euro und einmal 300euro und seit dem warte ich auf die Auszahlungen. Beim Kunden Support bekommt man keine genauen Angaben wann ich mein geld erhalte nur das die finanzabteilung dran arbeitet und heute hab ich im chat noch mal geschrieben da hieß es meine Auszahlungen befinden sich in der Endphase ich hab bisher noch nicht mal eine Aufforderung zu Verifizierung bekommen. Rein garnix ich habe gestern der Finanzabteilung zwei Emails geschickt wie es aussieht mit meinen Auszahlungen. Die haben nicht mal geantwortet. An den Kunden Support hab ich ebenfalls Emails geschrieben da heißt es immer nur meine Auszahlungen sind in BEARBEITUNG. Ich hab sowas noch nie in einem Casino erlebt das man keine genauen Antworten bekommt geschweige den einen ungefähren Zeitpunkt wann die Auszahlung erfolgt. Normalerweise hab ich in anderen casinos maximal 5 Tage warten müssen und dann war das Geld auf dem Konto.

Dear Jessica,

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, yes I will do that but I think it's not common that I haven't even been able to verify myself yet.

Guten Tag, ja das werde ich machen aber ich denke es ist nicht üblich das ich mich bisher nicht einmal verifizieren konnte.

Can you see my answer I already replied to this?

Können Sie meine Antwort sehen ich habe schon darauf geantwortet?

Thank you for your reply, Jessica. Please note that some casinos process smaller or first withdrawals without verification. I am not trying to say that this is the case here for sure, but I believe that we should wait for a few more days before we move forward with this complaint.

I will set the timer for additional 5 days giving the casino two full weeks to process the payment 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.

Okay, then we'll wait, but I think it should be made public that you have to wait weeks for your payment. Just so players know.

Okay ja dann warten wir mal aber ich finde das sollte öffentlich gemacht werden das man Wochen auf seine Auszahlung wartet. Damit die Spieler einfach bescheid wissen.

Now I got an email that I get my payouts I'll get back to you when the money is on it

Jetzt hab ich eine Email bekommen das ich meine Auszahlungen bekomme ich melde mich nochmal wenn das Geld drauf ist

Thanks for the updates, sounds like we are on the right track. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Good morning so my payments have been received. 😊👍

Guten Morgen also meine Auszahlungen sind eingegangen. 😊👍

Awesome news, Jessica. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.