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Hello,

Let me start by saying that I have verified myself with my ID, my phone number and my email address.

So now I've won and wanted to cash it out. Well, that means that I have to send a statement from my credit card and the front and back, which doesn't work at all using the link provided, you can only upload 2 pieces of data and nothing more.

Then it turns out that I accidentally made the first deposit with a credit card. The other payments all went from my checking account that I have at Commerzbank. I would also like to have the money transferred there, but they insist on the credit card, which I don't understand at all. This is the first casino that has made such a fuss. I've been sending everything back and forth for 3 days and everything is more and more wrong. Today I also have my bank card, my statement, and the documents that they wanted. Sent by email. Now they're writing to me again, saying that I should send it via the portal, but as I said, that doesn't work. You can only upload 2 files at most, but in my case it would be 3, which I've already explained 10 times. I'm really pissed off and have no desire to send anything at all. It would be nice if someone could help me with this case. I'm at a loss and I don't know how long I have to wait for my winnings. I just think it's a disgrace. And again, as I said, I want the money I won to be transferred to my checking account and not to my credit card? I don't know why they are so hung up on this credit card because most of the money was debited from the checking account. Which I can prove and have already sent? It was only debited from the credit card once.

Hallo,

Ich fange mal so an Ich habe wich mit meinem Ausweis, meine Telefonnummer und meine e-mail-adresse verifiziert.

so jetzt kam es zu einem Gewinn und wollte ihn auszahlen lassen, nun, heisst, es, dass ich von meiner Kreditkarte einen Auszug und die Vorder und Rückseite schicken soll was über den Link der angegeben wird überhaupt nicht funktioniert man kann gerade 2 Daten hochladen mehr nicht.

Dann ist es so dass ich erklärt habe. Das ich die erste Einzahlung Aus Versehen mit der Kreditkarte, gezahlt habe die anderen Zahlungen gingen alle von meinem Girokonto, dass ich bei der Commerzbank habe. Wo ich auch gerne das Geld überwiesen haben, möchte aber die bestehen auf die Kreditkarte, was ich überhaupt nicht verstehe? Das ist das 1. Casino, die so einen Aufstand machen jetzt schicke ich schon seit 3 Tagen alles hin und Her und alles ist, immer mehr falsch heute habe ich auch wieder meine Bankkarte mein Auszug, die Dokumente, die Sie haben wollten. Per E-Mail geschickt. jetzt wird mir wieder geschrieben, dass ich es biete über das Portal Senden soll aber wie gesagt, das funktioniert nicht man kann höchstens 2 Dateien hochladen bei mir wären es aber 3 was ich auch schon 10 mal erklärt habe, Mittlerweile bin ich stink sauer und habe überhaupt keine Lust irgendwas zu schicken. Es wäre nett, wenn man mir bei dem Fall helfen könnte. Ich bin ratlos Und Weiss auch nicht, wie lange ich noch auf meinen Gewinn warten soll? Ich finns einfach nur eine Frechheit. Und noch mal wie gesagt ich möchte, dass das das gewonnene Geld auf mein Girokonto überwiesen wird und nicht auf meine Kreditkarte? Ich weiss nicht warum sich an dieser Kreditkarte so festgefressen wird weil das meiste Geld vom Girokonto abgebucht wurde. Was ich auch nachweisen kann und auch schon geschickt habe? Es ist Nur einmal von der Kreditkarte abgebucht worden.

Dear tanjamichael123,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear tanjamichael123,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear tanjamichael123,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.