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I made a withdrawal of €2000 over a week ago. To date, the payment has not been processed. Despite repeated inquiries I have heard nothing until now. When I asked when I would receive the payout, I only heard from support "everything is fine", "they will receive their money very soon", etc. Exact details are not given. Since I am dependent on the money, I would now like to complain.

Ich habe vor über einer Woche eine Auszahlung von 2000€ getätigt. Die Auszahlung wurde bis heute nicht bearbeitet. Trotz mehrfacher Nachfragen hab ich bis jetzt nichts gehört. Auf die Nachfragen wann ich die Auszahlung erhalte bekomme ich vom Support nur zu hören „alles ist gut", „sie werden ihr Geld sehr bald erhalten", etc. Genaue Angaben werden nicht gemacht. Da ich auf das Geld angewiesen bin, möchte ich mich nun beschweren.

Dear tobias24cek,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

I have already submitted documents. And I don't think it's normal that you don't get any feedback for more than a week. But well then I'll just wait. Thanks..

ich Habe bereits Dokumente eingereicht. Und ich halte es für nicht normal, dass man mehr als eine Woche gar keine Rückmeldung bekommt. Aber gut dann werde ich halt warten. Danke..

Dear tobias24cek,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.