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Hi. I made a withdrawal of €9,000 on 01/20/2022, which has not been paid out until yesterday. Please help me! I canceled the payout yesterday and requested €4,000 for a payout and will leave the €5,000 on it until the €4,000 is paid out. They broke their terms and conditions.

Many Thanks

Hallo. Ich habe am 20.01.2022 eine Auszahlung von 9.000€ gemacht, was bis gestern nicht ausgezahlt worden ist. Bitte helfen Sie mir! Ich habe gestern die Auszahlung abgebrochen und habe 4.000 € zur Auszahlung beantragt und lasse die 5.000€ erstmal drauf, bis die 4.000€ ausgezahlt werden. Die haben ihre AGB‘s gebrochen.

Vielen Dank

Dear Nafi,

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.

Have you made any successful withdrawals before? Could you please confirm that you passed the KYC?

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

Best regards,

Kristina

I waited 16 days for the first payout, was not paid out. KYC is confirmed and a payout of €5,000 was paid out in early January. After that nothing happened.

Ich habe bei der ersten Auszahlung 16 Tage gewartet, wurde nicht ausgezahlt. KYC ist bestätigt und eine Auszahlung von 5.000€ wurde mal ausgezahlt Anfang Januar. Danach kam nichts mehr.

Dear Nafi

Sorry, you've faced issues.

Can you kindly specify the disputed transaction IDs please?

Thank you in advance!

Best regards

Dear Nafi,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information 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.