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Good day,

I completed my verification over 10 days ago.

Nothing has happened since then, no payout is possible. Support is just stalling.

The original bank statement was rejected multiple times, even though it contained all the required information. On the fifth attempt, the same bank statement was finally accepted; since then, there has been no progress.

I am requesting help because the casino is doing everything possible to delay the payment indefinitely.

Regards

Guten Tag,

Ich habe vor über 10 Tagen meine Verifizierung durchgeführt.

Seitdem passiert nichts, keine Auszahlung möglich . Der Support hält einen nur hin.

Original Kontoauszug wurde mehrfach abgelehnt obwohl alle geforderten Daten drauf stehen. Im fünften Versuch wurde dann der selbe Kontoauszug akzeptiert, seitdem Stillstand und keine Regung.

Ich bitte um Hilfe da das Casino alles mögliche tut um die Zahlung ins unermessliche hinauszögern.

Mfg

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Dear JulianP,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm which other verification documents you have already submitted and when?
• Can you confirm if there have been any updates on your verification status since the acceptance of your bank statement?
• Have you accumulated your winnings with or without an active bonus?

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

Best regards

Petra

Good morning,

I had already made successful withdrawals, then came the verification.

I have proven my residence with a phone bill. I have uploaded my identification document, as well as bank and credit card statements from the last 6 months.

Nothing has happened since then, for the past 11 days.

The deposit bonus was not used.

Best regards

Julian

Guten morgen,

Ich habe bereits erfolgreiche Auszahlungen vorgenommen, dann kam die Verifizierung.

Ich habe meinen Wohnsitz mit einer telefonrechnung nachgewiesen. Mein Ausweisdokument hochgeladen , sowie Konto und Kreditkarten Abrechnung der letzten 6 Monate.

Seitdem, jetzt 11 Tagen ist nichts passiert.

Einzahlungsbonus wurde nicht verwendet.

Mit freundlichen Grüßen

Julian

Update: After 12 days, the finance department realized that they also needed the bank statement for the current month. I submitted this immediately and have now been waiting a total of 15 days for the verification to be completed.

Update: Nach 12 Tagen fiel der Finanzabteilung auf das auch der Kontoauszug des aktuellen Monats benötigt wird. Diesen habe ich umgehend eingereicht und warte seitdem nun insgesamt 15 Tage bis zum Abschluss der Verifizierung.

Thank you for your reply and for providing the previous details, JulianP.

• Could you please clarify the exact date when you requested the withdrawal?
• Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you again for your cooperation.

Dear JulianP,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru