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For the past week, I have been trying to retrieve my money. The casino asked me to deposit €50 with my credit card to be able to withdraw the €3000. I provided all the necessary KYC details as requested, but it feels like they have just been stalling for the last 3 days. They keep asking me for more and more information, and at this point I've sent in 15 documents. It appears they are just buying time.

versuche zeit 1 woche mein geld zu bekommen,casino wollte das ich mit kredeitkarte 50€ einzahle damit ich die 3000€ wieder auszahlen lassen kann,so kyc alle daten geschickt die gefordert worden sind,und seit 3 tagen wird einfach nur zeit geschindet,ich soll noch dieses daten schicken und noch diese und bin am ende jetzt bei 15 blättern wo ich schon vershcikt habe,und als wird ezit geschindet

Dear z3roxe10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please specify how many days ago was your withdrawal requested?
• Were winnings accumulated from an active bonus?
• Why was a deposit of €50 requested from you? Have you placed any previous deposits in this casino?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

won on January 4th, 2024, I wanted to pay out, I only ever deposited with TRX or bank in this casino, I was then asked to deposit with a chip or credit card, since I don't have a chip, I should then please deposit with a credit card. Today is from I was asked to send the receipts for the deposit from my credit card of €50, which I did, and then they asked me to make the deposit from my bank card where I last deposited 4 months ago please also send the receipts, now no one from support answers. So my opinion is simply that it wastes time.

am 04.01.2024 gewonnen,habe daruaf hin auszhalen wollen,habe in diesem casino immer nur mit trx oder bank eingezahlt,verlangt worde dann eine einzeahlung mit jeton oder kreditkarte, da ich jeton nicht habe sollte ich dann bitte mit kreditkarte einzahlen.heute wird von mir verlangt das ich doch bitte die einzahlung von der kreditkarte von 50€ bitte die belege zu kommen lassen soll,diese habe ich dann auch gemacht,danach wurde verlangt das ich doch bitte mal die einzahlung von meiner bankkarte wo ich das letzte mal eingezahlt habe etwa vor 4 monaten bitte auch die belege zu schicken soll,jetzt antwortet keiner mehr vom support.also meine meinung ist einfach das die zeitschinden.

I've already won there several times and paid out via TRX, now they tell me to please deposit with a credit card, then with a bank or with a chip, so my opinion is very clear. Time, time, time

ich habe schon mehrere male dort gewonnen und über trx ausgezahlt,jetzt kommen die mir mit bitte einmal mit kreditkarte einzahlen ,dann mit bank oder mit jeton,also meiner meinung ist ganz klar.zeit zeit zeit schinden

Hi z3roxe10,

• Could you please clarify if your winnings were accumulated with or without an active bonus?
• Do I understand correctly that the casino requested to verify your previously used payment method to proceed with the withdrawal?

Thank you.

Dear z3roxe10,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.