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I won a total of €700 and have already contacted support via live chat and email. I haven't received a reply to my email yet, and in live chat they say it usually takes 48 hours, which has long since passed. I completed the KYC verification process long before the promised payout was processed. In the chat, they claim that payouts may be delayed due to high demand, which I believe is just a figure of speech, as the website states that payouts yesterday were typically around 50, which is no more or less than usual. Therefore, I am filing a complaint, as I have been waiting for a week now with no help in sight. I am attaching screenshots of the pending payout.

Ich habe insgesamt 700€ gewonnen habe mich bereits an Support per Live Chat und Mail gewandt. Mail bis dato keine Antwort, im Live Chat wird gesagt in der Regal dauert es 48h die schon längst überschritten sind. Ich habe Kyc schon längst abgeschlossen bevor die genannte Auszahlung getätigt wurde.im Chat wird darauf verwiesen das aufgrund des hohen Aufkommens sich Auszahlungen verschieben können, welches meines Erachtens nur so erzählt wird da auf der Website beschrieben wird Auszahlungen gestern die in der Regel immer so bei 50 liegen was nicht mehr oder weniger ist als sonst. Daher beschwere ich Lichtbilder da ich insgesamt schon eine Woche warte und keine Hilfe in Sicht ist. Ich füge Screenshots der ausstehenden Auszahlung bei

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Dear Christian188,

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,
Complaints Resolution Center

Dear Christian188,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Christian188,

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,
Jean
Casino.Guru