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On January 21st, I requested a withdrawal of €1800. This was repeatedly cancelled due to validation issues. On the same day, my account was validated and I received confirmation of this. Afterward, I again requested the withdrawal via Visa. On January 22nd, I withdrew an additional €1000 via bank transfer - this too was cancelled, with a request for me to apply for a credit card withdrawal. I obliged. Inquiries over the past few days about when the withdrawal would be completed yielded the same response: "the department is quite busy and needs to manually process each withdrawal, please be patient." Today, I received another message notifying that my withdrawal of €1800 was cancelled. Upon querying in chat, I was told there were technical issues. Now the whole ordeal starts anew. I really need the money now. I have not used any bonuses or free spins. I request your assistance 🙏

Am 21.1. habe ich eine Auszahlung von 1800€ beantragt. Diese wurde mehrfach storniert wegen der Validierung. Noch am selben Tag war dann das Konto validiert und würde mir das auch bestätigt. Danach habe ich erneut die Auszahlung via Visa angefordert. Am 22.1. habe ich weitere 1000€ ausgezahlt via Banküberweisung - auch das würde storniert mit der Bitte, eine Auszahlung via credit card zu beantragen. Das habe ich getan. Auf Rückfrage in den letzten Tagen, wann die Auszahlung nun durchgeführt wird bekomme ich immer die selbe Antwort:" die Abteilung hat so viel zu tun und muss jede Auszahlung manuell durchführen und ich möge mich gedulden. " Heute bekomme ich wieder eine Nachricht, dass meine Auszahlung von1800€ storniert wurde. Nach Rücksprache im Chat sagen Sie es gab technische Probleme. Jetzt geht das Theater von vorne los. Ich brauche das Geld jetzt wirklich. Ich habe keine Boni oder Freispiele benutzt. Bitte um Ihre Hilfe 🙏

Dear anpl,

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,

Petronela

Hello,

my account is fully verified. Today the payout was canceled again for no reason. The casino processes payouts within 24 hours according to the terms and conditions. People are happy to wait longer, I understand that. The point is that these two payouts have been constantly canceled by the operator since Sunday and I am then asked to apply for the payout again. It was confirmed to me several times that my account was fully verified and that payouts would be processed one after the other. But now I've had to reapply for the payouts x times and that's why I always slip back in the queue (intentionally, it seems) and that's very dubious. The finance department has a lot to do, which is why I'm waiting forever for the payouts Cancellations made fairly quickly by you. How are we supposed to take that?

Hallo,

mein Konto ist vollständig verifiziert. Heute wurde neuerlich die Auszahlung grundlos storniert. Das Casino bearbeitet Auszahlungen lt. AGB binnen 24 Stunden. Gerne wartet man auch länger, das verstehe ich. Es geht aber darum, dass diese beiden Auszahlungen seit Sonntag ständig vom Betreiber storniert werden und ich dann aufgefordert werde die Auszahlung erneut zu beantragen. Mehrfach würde mir bestätigt, dass mein Konto voll Verifiziert ist und Auszahlungen der Reihe nach Einlangen bearbeitet werden. Jetzt musste ich aber die Auszahlungen schon x-mal neu beantragen und rutsche deswegen (gewollt, so scheint es) immer in der Warteschlange nach hinten und das ist sehr unseriös.Die Finanzabteilung hat viel zu tun, deswegen warte ich ewig auf die Auszahlungen andererseits werden Stornierungen Recht schnell von Ihnen durchgeführt. Wie soll man das verstehen?

I'm happy to send the chat history. I have it as a PDF.

Gerne kann ich den Chat Verlauf senden. Ich habe es als PDF.

Here you can see exactly how often the withdrawals were canceled

Hier sehen Sie es genau, wie oft die Auszahlungen storniert wurde

I fully understand your frustration, anpl. However, I will set the timer for additional 10 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear anpl,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.