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I have a payout that has been in processing for over 8 days.

My account is fully verified and I haven't used any bonus. A previous withdrawal was processed smoothly and very quickly, so there can be neither a technical problem nor a verification check.

For several days now, support has been telling me that the payout is in the "final phase", but they cannot give me a specific time for the payout.

I demand the immediate processing and payment of my balance or a clear and binding explanation for the delay.

Ich habe eine Auszahlung, die sich seit über 8 Tagen in Bearbeitung befindet.

Mein Konto ist vollständig verifiziert und ich habe keinen Bonus genutzt. Eine vorherige Auszahlung wurde problemlos und sehr schnell durchgeführt, sodass weder ein technisches Problem noch eine Verifizierungsprüfung vorliegen kann.

Der Support teilt mir seit mehreren Tagen mit, dass sich die Auszahlung in der „letzten Phase" befindet, kann mir jedoch keinen konkreten Zeitpunkt für die Auszahlung nennen.

Ich fordere die umgehende Bearbeitung und Auszahlung meines Guthabens oder eine klare und verbindliche Begründung für die Verzögerung.

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Dear synx2010,

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,
Complaints Resolution Center

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear synx2010,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla