YourWin24 Casino - Il ritiro del giocatore è ritardato.

I received $5 in free credit. I then wagered it and wanted to withdraw $99 via Trustly. They didn't even ask for my IBAN. It said "Withdrawal is being processed." The money is still in my balance, and no one is available via chat at any time. I didn't even receive a confirmation email. In my opinion, this casino is fake and should be shut down.

Ich habe 5$ gratis Guthaben bekommen. Habe die es dann umgesetzt und wollte 99$ per Trustly auszahlen. Es wurde nicht mal meine IBAN verlangt. Da stand Auszahlung ist in Bearbeitung. Das Geld ist nach wie vor auf meinem Guthaben und im Chat ist zu keiner Zeit jemand erreichbar. Ich habe nicht mal eine Bestätigung per Mail bekommen. Dieses Casino ist meiner Meinung nach Fake und sollte geschlossen werden.

Dear sz1402,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

I wanted to inform you that, according to the screenshot you submitted, it appears the wagering requirements were not fully met. This could explain why the withdrawal was not processed.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Dear sz1402, please note that most casinos require players to make a small verification deposit before they are allowed to withdraw winnings from a free bonus—especially if you have never made a deposit on the account before.

Also, could you please confirm whether you are absolutely sure you met all the wagering requirements attached to the free credit bonus?

There's nothing about any wagering requirements or minimum deposits. I've been playing for a long time, so I'm definitely entitled to a withdrawal. According to the screenshots, the withdrawal was approved.

Es steht nichts über jegliche Wettvereinbarung oder Mindesteinzahlung.Ich habe sehr lange gespielt,sodass ich auf jeden Fall zur Auszahlung berechtigt bin. Laut den Screenshots wurde die Auszahlung ja genehmigt.

Dear sz1402, could you please confirm exactly when you received the information that your withdrawal was approved?

Could you let me know the current status of the withdrawal?

The withdrawal notification appears immediately after I enter the withdrawal. A day later, it's back in my balance. I keep getting €5 bonus credit from the casino, so I have to wager the money again and again. There's no insight into the status of a withdrawal. We're going around in circles because they keep asking me the same thing. I thought I could get help here.

Der Auszahlungshinweis kommt direkt nach Eingabe de Auszahlung. 1 Tag später ist es wieder auf dem Guthaben. Ich bekomme ständig vom Casino 5€ Bonusguthaben aufs Konto damit ich immer wieder das Geld umsetzen muss. Es gibt keinen Einblick zum Status einer Auszahlung. Wir drehen uns im Kreis,weil sie immer wieder das Gleiche wissen wollen. Ich dachte man bekommt hier Hilfe.

Dear sz1402, is it possible to cancel or opt out of the new €5 bonus that keeps getting automatically credited to your account?

Could you please provide a bonus history?

Have you contacted the casino directly about this bonus being added without your request or consent?

Dear sz1402,

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.