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I requested a total of three payments on March 10, 2020. Two each over € 200 and one over € 20. A payment of over € 200 was transferred, the other two still appear to be pending. In Live Chat they only tell me to wait, but they don't tell me why.

Ich habe insgesamt drei Auszahlungen am 10.3.2020 beantragt. Jeweils zwei über €200 und eine über €20. Eine Auszahlung über €200 wurde überwiesen, die beiden anderen scheinen noch immer als pending auf. Im Live Chat sagt man mir immer nur ich solle warten, aber man erklärt mir nicht warum das so ist.

Dear Wolfgang, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please could you advise why you have requested 3 different payouts? I can see from your answers, that you have accumulated some of those winnings with a bonus play, could you forward me a link of the specific promotion, please? Finally, could you confirm that you have received funds from your first withdrawal? I hope we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

three payments because each payment request is limited to € 200 and cannot be changed.

Link to bonus: https://1.egocasino2.com/en/bonuses

Although I requested all three withdrawals at the same time, only one over € 200 was transferred to me.

So yes, I received the first payout money.

LG

wolfgang

Servus Petronela,

drei Auszahlungen deshalb, da jeder Auszahlungsantrag mit €200 limitiert und nicht veränderbar ist. 

Link zu Bonus: https://1.egocasino2.com/en/bonuses

Obwohl alle drei Auszahlungen zur selben Zeit von mir beantragt wurden, wurde nur eine über €200 an mich überwiesen.

Also ja, ich habe das Geld der ersten Auszahlung erhalten.

LG

Wolfgang

Thank you very much Wolfgang for providing all the necessary information. I will transfer now your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Wolfgang, has there been any news regarding your withdrawals? Let me ask you a question. Have you successfully passed the verification process (KYC) in the casino?

Hello Peter,

No, there is nothing new. I'm still waiting for my money.

And yes, the verification process has been passed and I also received an email about it.

Servus Peter,

Nein es gibt nichts Neues. Ich warte nach wie vor auf mein Geld.

Und ja, der Verifizierungsprozess ist bestanden und ich bekam auch ein Mail darüber. 

Thank you Wolfgang. It's been over two weeks. I will contact the casino and see what can be done.

Hello Peter,

I don't know if it is a coincidence or your intervention helped so quickly. But today the remaining € 220 was transferred to me at 11:58 a.m. I have now received all outstanding payouts after 17 days.

Many thanks for your help

wolfgang

Servus Peter,

ich weis nicht ob es Zufall ist, oder deine Intervention so rasch geholfen hat. Aber mir wurden heute um 11:58 Uhr die restlichen €220 überwiesen. Ich habe jetzt nach 17 Tagen alle offenen Auszahlungen erhalten.

Vielen Dank für eure Hilfe

Wolfgang

Hi Wolfgang,

I'm glad to hear you received all your withdrawals. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter