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Hello everyone,

I initially had problems with the verification.

Initially, only bank account details and identification were requested.

Then suddenly they also asked for a photo of my bank card, a photo of my ID in my hand, a photo of my online banking details, and proof that I had deposited the money, in the form of a bank statement. They also requested a bank statement showing my address and proof of payment from my electricity provider.

After that, my bank card, online banking information, and Mastercard were requested again.

The documents always had to be submitted by email, as the website's upload function did not work.

After several emails, my account was finally confirmed as verified.

I then wanted to make a withdrawal of €700 on August 9, 2026.

However, the payout was then simply cancelled without any explanation.

On August 10, 2026, I requested another payout via SEPA Instant.

It has been in "Pending" status ever since.

Unfortunately, support is not responding to my email inquiries.

In the live chat, I only receive the standard message that the payout is being reviewed. Then the chat ends.

As a customer, you slowly get the feeling that you've been cheated.

Has anyone else had similar experiences?

How long did it take for such a payment to be processed at your company?

Hallo zusammen,

ich hatte zunächst Probleme mit der Verifizierung.

Erst wurde lediglich eine Bankverbindung und ein Ausweis angefragt.

Dann plötzlich zusätzlich ein Foto meiner Bankkarte, ein Foto des Ausweises in meiner Hand, ein Foto meiner Daten im Onlinebanking sowie ein Nachweis darüber, dass ich das Geld eingezahlt habe, in Form eines Kontoauszugs. Außerdem wurde ein Kontoauszug mit meiner Adresse und dem Einzug meines Stromanbieters verlangt.

Danach wurden erneut meine Bankkarte, mein Onlinebanking und meine Mastercard angefordert.

Die Unterlagen mussten immer per Mail eingereicht werden, da die Upload Funktion der Seite nicht funktioniert.

Nach mehrfachen E Mails wurde mein Konto schließlich als verifiziert bestätigt.

Daraufhin wollte ich am 09.08.2026 eine Auszahlung in Höhe von 700 € vornehmen.

Die Auszahlung wurde dann jedoch ohne jegliche Information einfach wieder abgebrochen.

Am 10.08.2026 habe ich erneut eine Auszahlung per SEPA Instant angefordert.

Diese steht seitdem auf dem Status „Ausstehend".

Der Support reagiert leider nicht auf meine Anfragen per E Mail.

Im Live Chat bekomme ich lediglich den Standardsatz, dass die Auszahlung geprüft wird. Anschließend wird der Chat beendet.

Als Kunde bekommt man dadurch langsam das Gefühl, betrogen worden zu sein.

Hat jemand von euch ähnliche Erfahrungen gemacht?

Wie lange hat es bei euch gedauert, bis eine solche Auszahlung bearbeitet wurde?

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Dear Jumueller,

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

Dear Jumueller,

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 Jumueller,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru