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Hello, I would like to file a complaint because my withdrawal request has still not been processed.

The request was made on August 28th and to date nothing has happened, even though the terms and conditions state that payouts are processed within 24 hours.

The problem is that when I first requested a withdrawal, my winnings were canceled because I was supposedly playing with bonuses, but I only played with bonuses after the withdrawal request, which was also clarified with support.

But now it's taking too long and my account has already been verified.

Thanks for the help

Guten Tag ich möchte eine Beschwerde einreichen weil meine Auszahlungsanfrage immer noch nicht bearbeitet wurde.

Die Anfrage wurde gestellt am 28.8 und bis heute ist nichts passiert obwohl in den AGBs steht das Auszahlungen innerhalb 24 Stunden bearbeitet werden.

Das Problem ist das bei der ersten Auszahlungsanfrage meine Gewinne gestrichen wurden weil ich angeblich mit Boni gespielt habe aber ich habe erst nach der Auszahlungsanfrage mit Boni gespielt was auch mit den Support geklärt wurde.

Aber jetzt dauert es mir zu lange und meine konto ist aber auch schon verifiziert.

Danke für die Hilfe

Dear player,

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 the 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

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With all due respect, who waits 14 days for a payout? And in this day and age...

I read in the terms and conditions that withdrawal requests are processed within 24 hours.

I ask you to act now and not in 14 days.

Because at the moment I can still cancel the withdrawal request myself and theoretically lose my balance, but I won't do that.

That's why I'm asking you. Help me.

Bei allen Respekt aber wer wartet 14 Tage auf eine Auszahlung.? Und das in der heutigen Zeit ....

Habe in den AGBs gelesen das Auszahlungsanfragen innerhalb von 24 Stunden bearbeitet werden.

Ich bitte sie darum jetzt zu handeln und nicht in 14 Tagen.

Denn momentan kann ich immer noch eigenhändig die Auszahlungsanfrage stornieren und theoretisch mein Guthaben verspielen aber das tue ich nicht.

Deswegen bitte ich sie darum. Helfen sie mir

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

Dear player,

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,

Dominika