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Hello, I had an amount of 3500 paid out on March 31 and the confirmation email said it will take up to 21 days for the amount to be on my account.. but it has been 3 months for me and I haven't received anything yet, I get it always as an answer that the finance department is still working on it.. so my question would be how long will it take until I get the amount paid out, nice day.

Hallo , ich habe am 31 März ein Betrag von 3500 Auszahlen lassen und im Bestatigung Email stand es wird bis zu 21 Tage dauern Bis Betrag auf Konto sein wird.. aber bei mir sind schon 3 Monaten geworden und ich habe noch nichts Bekommen, ich bekomme immer als Antwort das Finanzabteilung noch am Bearbeiten ist.. also meine frage wäre wie lange wird es noch Dauern bis ich den Betrag ausgezahlt bekomme , schone tag noch.

Dear shadycipriano,

Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for three months.

Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you? Could you please advise which payment method you have opted for? Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost three months is unusually long time.

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

Best regards,

Petronela

Hello, yes my payout is still being processed.. I've already played through the bonus and I don't know why it's taking so long

Hallo, ja mein Auszahlung steht noch das es bearbeitet wird.. ich habe schon uber das Bonus gespielt und ich weis es nicht warum denn es so lang dauert

Thank you, shadycipriano, for your reply. Could you please advise which exact bonus has been used to accumulate your winnings?

Unfortunately I don't remember

Ich weis es leider nicht mehr

Could you please forward a screenshot of your bonus history to petronela.k@casino.guru or upload it here when replying? Thank you very much in advance.

Dear shadycipriano,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I renewed my payout and have now been waiting for 12 days again

Ich habe meine Auszahlung erneuert und warte jetzt seit 12 tage wieder

But I'm still waiting for a screenshot of your bonus history. Please forward it at your earliest convenience.

Dear shadycipriano,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting 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.