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Hello! On November 26, 2024, I requested a withdrawal of 500 euros. However, the status stays at "processing" and nothing else happens. I've inquired multiple times via live chat and am only being put off. I would really appreciate your assistance. I haven't used any bonuses and there's no withdrawal limit. Best regards, J.B

Hallo! Ich habe am 26.11.2024 eine Gewinnauszahlung in Höhe von 500 Euro beantragt. Der Status bleibt aber auf "in Bearbeitung" und sonst passiert nichts. Habe bereits mehrmals per Live-Chat angefragt und werde nur vertröstet. Würde mich sehr über Ihre Unterstützung freuen. Habe keine Boni genutzt und kein Auszahlungslimit. Lieber Gruß, J.B

Dear Minchen1313,

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 understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Minchen1313,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.