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Hello. I attempted to withdraw €7,000 from the casino in various amounts. However, my bank declined the transactions, and the casino returned the first withdrawal of €1,500 to my player account. I gambled away €500 of that, and transferred €1,000 to another bank account of mine, which worked. Now, €5,500 in withdrawals are pending, but unfortunately, they are neither being returned to my player account nor being processed. Whenever I inquire about it, all I get is that there is a problem, but not what the problem is. I'm at a loss here. I would appreciate any help.

Hallo. Habe bei dem Casino 7000€ in verschiedenen Auszahlungen versucht auszuzahlen. Dieses wurde seitens meiner Bank abgelehnt und es wurde mir die erste Auszahlung über 1500€ zurück auf mein Spielerkonto überwiesen. 500€ davon habe ich verspielt und 1000€ habe ich auf ein anderes Bankkonto von mir überwiesen. Das hat auch funktioniert. Nun sind 5500€ an Auszahlungen offen und diese werden leider nicht auf mein Spielerkonto zurück überwiesen und aber auch nicht ausgezahlt. Auf meine Anfrage kommt immer nur das ein Problem vorliegt aber nicht was. Ich weiß nicht mehr weiter. Ich wäre für jede Hilfe dankbar.

Dear Panda100HPXX, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?

Thank you in advance for your reply.

Best regards, 

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The withdrawals were requested from November 29th, 2024 to December 1st, 2024. The only thing that worries me is that the withdrawal of €1500 was the last one and was transferred back. I was then able to pay this out via another bank. The first €5500 in withdrawals were the first withdrawals and nothing is happening.

Die Auszahlungen wurden vom 29.11.24 bis zum 1.12.24 beantragt. Mich beunruhigt nur das die Auszahlung über 1500€ die letzte war und zurück überwiesen wurden. Ich konnte diese dann über eine andere Bank auszahlen. Die ersten 5500€ an Auszahlungen waren die ersten Auszahlungen und es tut sich einfach nichts.

Thank you for your reply, Panda100HPXX. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame or your withdrawal requests get canceled, please let us know and we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

I will definitely do that. Thank you in advance for your efforts

Werde ich auf jeden Fall machen. Ich danke schon mal für Ihre Bemühungen

Dear Panda100HPXX,

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.