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On November 3rd, I deposited 100 Euros. On November 4th, I requested to withdraw 400 Euros. On the third working day, when the withdrawal should have been processed, the transaction was canceled. When I inquired via email, they said it was a technical error and asked me to submit another request. I then continued playing and eventually requested to withdraw 500 Euros on November 6th. I received an email stating that I had canceled the 400 Euro withdrawal, which is not true. You can see this in the photo of the email I am sending. Now, it's about 500 Euros, and the same issue happened again.

Ich habe am 3.11 100 Euro eingezahlt,habe am 4.11 400 Euro beantragt auszahlen zu lassen,am 3.werktag,wo das Geld bzw.der antrag fertig bearbeitet werden sollte,wurde die auszahlung storniert,auf Nachfrage per email hieß es,es war ein technischer Fehler ich solle nochmal einen antrag stellen,ich habe dann nochmal gespielt und schließlich am 6.11. 500 Euro beantragt auszahlen zu lassen,dann kam eine Email das ich diese 400 Euro storniert habe was aber nicht stimmt,da sehen sie auf dem Foto der Email was ich beisende.nun geht es um 500 Euro und das gleiche wurde wieder abgezogen

Dear Marco90,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if there is any withdrawal request currently pending in your casino account?

Which payment method did you choose for the withdrawals that were canceled by the casino? Did you use the same payment method for withdrawal as you used for depositing into your casino account?

Have you tried choosing bank transfer for your withdrawal as suggested by the casino customer support?

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

Best regards

Veronika

I used the same bank transfer as before, no, there is currently no withdrawal request because it was canceled due to a technical error. It's not the bank's fault but the casino itself, I always hear the same thing in the chat, it's a rip off

Ich habe die gleiche Banküberweisung genommen wie davor auch,nein jetzt aktuell ist keine Auszahlungsanforderung auf weil man es aus technischem fehler wieder storniert hat.Es liegt nicht an der Bank sondern am casino selber,im chat höre ich immer dasselbe das ist Verarschung

Thank you for your reply. I understand how frustrating it can be to have your withdrawal request canceled multiple times without a clear timeline for resolution.

To help you move forward, could you please confirm if you've tried submitting a new withdrawal request using an alternative payment method? Keep in mind that any new payment method would need to go through the casino’s verification process, which may involve making a small deposit first. I would recommend reaching out to the casino’s customer support team beforehand to clarify the specific requirements for using a different method.

Yes, yesterday, after the payment was cancelled again, of course due to a technical error, I deposited with a different method and had the payment made using this method. On Friday I am curious to see what it will be like this time.

Ja ich habe gestern,nachdem die auszahlung wieder storniert wurde,natürlich wegen technischem Fehler,mit einer anderen Methode eingezahlt und auf diese Methode auszahlen lassen,am Freitag bin ich gespannt was es dieses Mal wieder heißt

Has your new withdrawal request been successful? Please let me know so that we can continue with the investigation if needed. Thank you for your patience and cooperation.

Dear Marco90,

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.