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I made a withdrawal request on 05/05/2024. I've successfully covered the whole rollover, which they have confirmed, and I am fully verified. The amount is €2050.15. I have been politely put off by the casino the whole time, but no one can tell me how long the payout will take, I'm not given any timeframe. I am a good player there and I like the casino, but I find it unacceptable that I can't even be given a rough time window. They only keep saying that one department is processing the payment and that it will be as fast as possible.. but normally shouldn't there at least be a time window? Like within 48H or something? Please help me get my payout, after all, I have deposited a lot of money there too.. thank you.

Ich habe am 05.05.2024 eine Auszahlung beantragt, ich habe auch den kompletten Rollover umgesetzt, das wurde mir bestätigt, ich bin komplett verifiziert. Die Summe beträgt 2050,15€. Ich werde die ganze Zeit vom Casino freundlich vertröstet, aber keiner kann mir sagen wie lange die Auszahlung dauert, mir wird kein Zeitrahmen genannt und ich bin ein guter Spieler dort, und mag das Casino, jedoch finde ich es unmöglich, dass mir nichtmal ein Zeitfenster genannt werden kann. Es wird immer nur gesagt, dass die eine Abteilung die Auszahlung bearbeitet und so schnell wie möglich.. aber normalerweise muss es doch wenigstens ein Zeitfenster geben? innerhalb 48H oderso? bitte helfen Sie mir an meine Auszahlung zu kommen, immerhin habe ich dort auch viel Geld eingezahlt.. danke

Dear Aslan1912,

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

All right, but how can it take so long? I'm a good player there, what's so hard about processing a withdrawal? The casino has to convey seriousness to the customer... it doesn't do that if it can't even give me a time frame. I want the withdrawal to be processed today. Otherwise it will be processed quickly.

alles klar, aber wie kann es sein dass es überhaupt so lange dauert? ich bin ein guter Spieler dort, was ist so schwer daran eine Auszahlung zu bearbeiten? Das Casino muss dem Kunden doch seriösität vermitteln.. das tut es nicht wenn es mir nicht mal einen Zeitrahmen nennen kann, ich möchte dass die Auszahlung heute bearbeitet wird. Sonst klappt das ja auch schnell.

I received my money.

ich hab mein Geld erhalten.

Dear Aslan1912,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru