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I currently have a withdrawal request amounting to 9,694 EUR. A withdrawal of 2,000 EUR was due 7 days ago. The terms and conditions point to a processing time of 48 hours. The remaining 7,964 EUR were requested on 12/4. My account has been verified (received email confirmation). I get the feeling that there will not be any payout. What's the best course to take? Should I file a complaint with the EADR (according to the terms and conditions) or should I go straight to the Casino Licence Kahnawake? Or should I turn to you?

Ich habe aktuell eine Auszahlungsanforderung iHv 9.694 EUR. Eine Auszahlung mit 2.000 EUR ist bereits seit 7 Tage fällig. Die AGBs verweisen auf eine 48 Stündige Bearbeitung. Die restlichen 7.964 EUR wurden am 4.12. beantragt. Mein Konto ist verifziert (Email erhalten). Ich habe das Gefühl, dass es zu keiner Auszahlung kommt. Wie gehe ich am Besten vor? Beschwerde über die EADR (lt. AGBs) oder gleich über die Casino Lizenz Kahnawake? Oder über euch?

Dear amogyoro,

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 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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Ok, I'll keep you updated. Thanks

Ok ich werde euch am Laufenden halten. Danke

I still have not received a response from Zinkra. Neither via support nor by email. I have my request support@zinkra.com Posted. No reaction so far. I don't think I will receive my money in 1-2 days.

Can you please take over the case?

Thanks in advance.

Ich habe nach wie vor keine Reaktion von Zinkra erhalten. Weder über den Support noch per Mail. Ich habe mein Anliegen an support@zinkra.com gesendet. Bis dato keine Reaktion. Ich glaube nicht, dass ich in 1-2 Tagen mein Geld erhalten werden.

Könnt ihr bitte den Fall übernehmen?

Danke im Voraus.

Thank you for your reply, amogyoro. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please advise us on the current status of your withdrawal request? Is it still marked as pending?

Hello Kristina, the payable winnings are now EUR 25,411.

I have not claimed any bonus and I am also fully verified.

1) I still haven't received the payout of 2,000 EUR from November 30, 2023.

2) I have not yet received the payout of EUR 2,000 each from December 4th, 2023.

3) The remaining payouts are also outstanding from December 12th, 2023 with 2,000 x 9 + one with 1,411 EUR.

I have already contacted the Khanawake Gaming Commission. They wrote to me on Tuesday December 12th, 2023 that they have now asked Starscream Ltd to take a stand.

They now have 7 days to take a stand.

I would suggest that if I don't receive any feedback by December 20th, 2023, write to you again here.

Thank you Kristina for your commitment.

Hallo Kristina, mittlerweile beträgt der auszahlbarer Gewinn 25.411 EUR.

Ich habe keinen Bonus beansprucht und ich bin auch vollständig verifziert.

1) Auszahlung mit 2.000 EUR vom 30.11.2023 habe ich noch immer nicht erhalten.

2) Auszahlung mit je 2.000 EUR vom 4.12.2023 habe ich ebenso noch nicht erhalten.

3) Restlichen Auszahlungen sind vom 12.12.2023 mit je 2.000 x 9 + einmal mit 1.411 EUR sind ebenso ausständig.

Ich habe bereits die Gaming Commision Khanawake eingeschlatet. Diese haben mir am Dienstag den 12.12.2023 geschrieben, dass sie nun Starscream Ltd aufgefordert haben Stellung zu beziehen.

Diese haben nun 7 Tage Zeit Stellung zu beziehen.

Ich würde vorschlagen, wenn ich bis 20.12.2023 keine Rückmeldungen erhalte, hier euch nochmal schreibe.

Danke Kristina für dein Engagement.

Hello Kristina,

I have still no response from the casino or/and from the Licences Khanawake.

Can you please help me how we should proceed now?

thanks

Hello Kristina,

in this moment I received all my money!

So the case can be closed!

thanks

Dear amogyoro,

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,

Kristina

Casino.Guru