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I initiated a withdrawal approximately 2 weeks ago, on 07/09/2023. According to the chat support, my account is verified. However, after two weeks, the support has not responded to my emails. The chat system indicates there are technical issues, but it doesn't specify what they are. I'm also unable to make deposits. Two weeks already feels like a long time! I've sent 10 emails to support and have not received any response. I need your help. I've deposited several thousand euros into the casino.

Ich habe vor ca 2 Wochen am 09.07.2023 die Auszahlung vorgenommen. Laut chat support ist mein account verified. Nach 2 Wochen reagiert der support per email nicht. Der chat sagt es gibt technische probleme aber nicht welche. Ich kann auch nicht einzahlen. 2 Wochen ist schon viel! Habe 10 emails an den support geschrieben und keine antwort. Bitte helfen Sie mir. Ich habe in dem Casino mehrere tausend euro eingezahlt.

Dear Nbarac,

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

the casino asked for documents today and then paid out the money. You can close the case. Thanks

das casino hat heute noch dokumente angefragt und danach das geld ausgezahlt. Sie können den Fall schliessen. Danke

Dear Nbarac,

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