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For the first time, I find myself compelled to raise a complaint. I made a withdrawal of 300 Euros on 24.04.24 and one of 66 Euros on 25.04.24 after having signed up. The casino never requested verification and it is not independently possible. It's as if nothing is happening. The live chat asks for patience regarding the withdrawal. In my over 10 years of experience, I've never had to wait this long for a response, and...

the queue for live chat is definitely not normal. 47!!! I was placed in queue position 47 and had to wait a correspondingly long time. There is clearly something wrong here.

Ich sehe mich erstmals zu einer Beschwerde genötigt. Ich habe am 24.04.24 eine Auszahlung über 300 Euro und am 25.04.24 eine über 66 Euro vorgenommen. Zuvor hatte ich mich registriert. Eine Verifizierung wurde vom Casino nicht gefordert und ist auch selbstständig nicht möglich. Es passiert einfach nichts. Im Live Chat wird hinsichtlich der Auszahlung um Geduld gebeten. In über 10 Jahren habe ich persönlich noch nie so lange auf eine Reaktion warten müssen und...

definitiv nicht normal ist die Warteschlange für den Live-Chat. 47!!! An Warteschlangeposition 47 war ich gerade und entsprechend lange musste ich warten. Offensichtlich stimmt hier etwas nicht.

Dear Tornado123,

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

Hello,

The first payment of 300 euros has just been received. No verification was required. I submitted the second payment of 66 euros a day later, so it may arrive tomorrow. However, the complaint can be closed. Thank you very much.

Hallo,

die 1. Auszahlung über 300 Euro ist gerade eingegangen. Eine Verifizierung wurde nicht gefordert. Die 2. Auszahlung über 66 Euro habe ich einen Tag später eingereicht, also dürfte die möglicherweise morgen eingehen. Die Beschwerde kann aber geschlossen werden. Herzlichen Dank.

Dear Tornado123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru