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I applied for the payment of €800 on 23.6, and have not received any money to date. In addition, 5 days ago there was another payout of €3300, which of course I have not received until today. Lt. Chat Support, the problem lies with the payment service provider. The terms and conditions state that payments of €5000-5000 are processed within 5 working days. The chat support keeps telling me that the money will come…..

Ich habe am 23.6 die auszahl Von 800€ beantragt, bis heute kein Geld erhalten. Hinzu kamen vor 5 Tagen nochmal 3300€ Auszahlung, welche ich natürlich bis heute auch nicht erhalten habe. Lt. Chat Support liegt das Problem am zahlungs Dienstleister. In den agbs steht, dass Auszahlungen von 5000-5000€ innerhalb 5 werktagen bearbeiret werden. Der Chat Support sagt mir immer wieder das das Geld kommen wird…..

Dear Cashindatash,

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

Hello all

The withdrawal request was created at 23.06.2023 04:16:43 (UTC)

The request was confirmed by the casino 23.06.2023 07:01:15 (UTC), which is within the T&Cs of the casino.

The transaction is still being processed by the PSP, we will contact the PSP to find out why it's taking so long.

Kind regards

However, I made small payments in between, which were received on my MiFinity within 2 hours. I have been kyc verified for about 1 year.

Ich habe aber zwischendurch kleine Auszahlungen gemacht, welche innerhalb von 2 Stunden auf meinem MiFinity eingegangen sind. Ich bin seit ca 1 Jahr kyc verifiziert.

It has already been 2 weeks since my withdrawal request

Es sind auch schon 2 Wochen vergangen, seit meiner Auszahlungsanfeage

Hello everyone,

Thank you both for your replies.

Cashindatash, It appears that the issue indeed lies with the payment provider, as you have received withdrawals requested through another payment method. I suggest waiting a few more days to allow the casino to investigate the matter with the payment provider, and hopefully, you will receive your winnings soon.

Please keep us updated on any new developments.

Okay, then please leave the case open until I have received my winnings in full - after that I will mark the complaint as closed and adjust my star rating ☺️

Okay, dann lassen wir denn Fall bitte geöffnet, bis ich meine Gewinne komplett erhalten habe - danach werde ich die Beschwerde als erledigt eintragen und meine Sterne Bewertung anpassen ☺️

Of course,  we will keep this complaint open until you confirm your withdrawal has been successful. 

Update: the payout of €800 that I requested on June 23rd (more than 2 weeks ago) was simply canceled and the money was booked back into my casino account... great... waited 2 weeks for nothing, because the casino simply canceled payouts without giving any reason...

if you want to get your winnings paid out smoothly, you should vlt. Don't deposit. Just disappointing.

Update: die Auszahlung in Höhe von 800€ welche ich am 23.6 (mehr als 2 Wochen her) beantragt habe, wurde einfach storniert und das Geld zurück auf mein Casino Account gebucht… toll… 2 Wochen umsonst gewartet, dafür das das Casino einfach Auszahlungen storniert ohne Angaben von Gründen….

wer seine Gewinne reibungslos ausgezahlt bekommen möchte, sollte da vlt. Nicht einzahlen. Nur noch enttäuschend.

Dear Cashindatash

We'd like to confirm, that casino did not cancel your withdrawals. They got cancelled on the PSP side.

Once again, we do recommend using bank transfers for such amounts.

All the new withdrawals were approved by the casino.

Hello, well then I'll wait a few days. Hopefully this time it won't be canceled by psp.

Greetings

Hallo, gut dann warte ich jetzt mal ein paar Tage ab. Hoffentlich wird es dieses Mal nicht von Psp abgesagt.

Grüße

Hello everyone,

Thank you both for your replies.

Cashindatash, hopefully, you will receive your winnings soon. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello, that's great 👍 Unfortunately I haven't received this payout yet, but I will post an update as soon as something changes.

Hallo, das ist super 👍 Bis jetzt habe ich diese Auszahlung leider noch nicht erhalten, werde aber ein Update posten, sobald sich etwas ändert.

The casino terms and conditions say that winnings of up to €5000 will be processed within 5 bank days... today is day 5 (actually more than 3 weeks since the casino canceled my payout or pushed it to the payment system) and it is not yet cents paid out…. The player has to abide by the terms and conditions but the casino doesn't?

in den Casino agbs steht, das gewinne bis 5000€ innerhalb 5 banktagen bearbeitet werden… heute ist Tag 5 (eigentlich schon mehr als knapp 3 Wochen, da das Casino meine Auszahlung stornierte bzw. es auf das Zahlungssystem geschoben hat) und es ist noch kein Cent ausbezahlt worden…. Der Spieler muss sich an die agbs halten, das Casino aber nicht?

Hello Cashindatash

According to our records, there is only one transaction amounting 500 eur that is being processed by the PSP.

Can you please confirm?

Kind regards

Correct, a transaction payout of 500€ is still open.

Richtig, eine Transaktion Auszahlung von 500€ ist noch offen.

I am glad to hear that there is only one withdrawal request left to be processed. Kindly inform me once you receive it. Thanks.

So, all payments have arrived. Top!

So, alle Auszahlungen sind angekommen. Top!

Dear Cashindatash,

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