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Hello,

I'm facing an issue where my withdrawals are being processed with delays. The last withdrawal was on 12/30/01 and it still hasn't been processed.

I have 3 withdrawals, and each time only one is processed very late.

At the moment, I have 3 withdrawals of 500€ each and an additional 5000€ that need to be paid out. How long am I supposed to wait? Several months?

Customer service says they are processing according to the queue.

I didn't accept that and contacted my personal manager there to ask if they could please expedite my withdrawal.

The response was very brazen, saying that I haven't had much account activity lately. They seemed to suggest that because I haven't made any deposits recently, they can't expedite it.

Hallo,

ich habe das Problem das meine Auszahlungen verzögert bearbeitet werden. Die Letzte Auszahlung war am 30.12.01 und die wurde immernoch nicht bearbeitet.

Ich habe 3 Auszahlungen und jedesmal wird erst sehr spät nur eine Auszahlung bearbeitet.

Ich habe im moment 3 Auszahlung mit jeweils 500€ und noch weitere 5000€ die ausgezahlt werden müssen. Wie lange soll ich denn warten? Mehrere Monate ??

Kundenservice sagt, wir gehen nach der Warteschlange.

Das habe ich mir nicht gefallen lassen und hab meinen persönlichen Manager dort angeschrieben das die bitte meine Auszahlung beschleunigen sollen.

Die Antwort war sehr dreist, die sagt, dass ich in der letzten Zeit wenig Kontoaktivität hätte. Sie meint wohl das ich in der letzten zeit keine einzahlung getätigt habe und deswegen sie es nicht beschleunigen kann.

Dear kirschtorte,

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I am already fully verified.

The last payment was made on January 7th.

Ich bin schon komplett verifiziert.

Die Letzte Zahlung wurde am 7.01 ausgezahlt.

Thank you for your reply. As it has now been 14 days since December 30th, when you requested your cashout, could you please let me know if you have received any of your winnings?

Dear kirschtorte,

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.