Lunar Slots Casino - El jugador afirma que el pago se ha retrasado.

I have problems with the payout.

I received the following response: "Yes, as far as I can see our finance team has returned your withdrawal request because they noticed that you are still missing some bets, namely 1x the deposit, this is necessary in order to make a withdrawal, you need to play and wager at least €373 more.

You have to play at least €373 more.

This is the wager required to withdraw the deposit."

Can you help me?

Ich habe Probleme mit der Auszahlung.

Folgende Antwort habe ich erhalten: "Ja, soweit ich sehe, hat unser Finanzteam Ihre Auszahlungsanfrage zurückgeschickt, weil es bemerkt hat, dass Ihnen noch einige Wetten fehlen, und zwar das 1-fache der Einzahlung, dies ist notwendig, um eine Auszahlung vorzunehmen, die Sie benötigen zu spielen und mindestens 373€ mehr zu setzen.

Sie müssen mindestens 373 € mehr spielen.

Dies ist der erforderliche Einsatz, um die Einzahlung abheben zu können."

Können Sie mir da helfen?

Dear Caprera2002,

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 Caprera2002,

Have you received your withdrawal from the casino yet?

The problem is as written above. I have not received any payment. HG Silke

Das Problem liegt wie oben geschrieben. Auszahlung habe ich nicht erhalten. HG Silke

Thank you for your reply, Caprera2002. Have you met the deposit wagering requirements in the meantime as required by the casino?

Dear Caprera2002,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.