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Hello, I got an email on Friday, December 31st, 21st that my payment of 3050 € was transferred and it will be there in 2-3 days About 4950 € came yesterday normally, the money was always there 2 days after the email but now I'm a bit worried from December 31st until today and have also contacted my bank but they don't see anything and say I have to contact the made the transfer because the money should have been there a long time ago but it is not please help me is a lot of money with best regards daniel

Hallo ich habe am Freitag den 31.12.21 eine Mail bekommen das meine Auszahlung in Höhe von 3050€ überwiesen wurde und in 2-3 Tagen da ist bis heute ist aber nix da und vom Chat werde ich abgewiesen die andere email das meine Auszahlung erfolgreich war über 4950€ kam gestern normal ist das Geld immer 2 Tage nach der email da gewesen aber jetzt mache ich mir doch ein bisschen sorgen vom 31.12 bis heute nix und habe auch meine Bank kontaktiert aber die sehen nix und sagen ich muss mich an den wenden der die Überweisung getätigt hat weil das Geld müsste schon längst da sein ist es aber nicht bitte helfen sie mir ist halt sehr viel Geld Mit freundlichen Grüßen daniel

Dear daniellange844,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Knowing that you have completed KYC verification successfully and had your withdrawal approved by the casino, still if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your reply and patience.

Best regards,

Petronela

Okay yes that was never like that and it's just 8000 € and my bank said if the money was transferred on Friday on December 31st, 21st it should have been there today but you don't see anything and the 3050 € have not yet been received on my account and it Was it always on my account in the morning between 10-11 a.m. after 2 days do I have to wait 14 days for you to respond?

Okay ja das war noch nie so und es sind halt 8000€ und meine Bank meinte wenn das Geld Freitag am 31.12.21 angewiesen wurde hätte es heute da sein müssen aber sie sehen nix und auf mein Konto sind die 3050€ Noch nicht eingegangen und es war immer morgens zwischen 10-11 uhr auf meinem Konto nach 2 Tagen muss ich jetzt 14 Tage warten bis sie reagieren?

I just received that in response and then I was kicked out of the chat

das habe ich gerade als Antwort erhalten und dann wurde ich aus dem Chat geworfen

Can you please answer me what should I do? It's about 8000 €

Können sie mir bitte antworten was ich tun soll es geht halt um 8000€

these are the answers in the chat then I will be blocked please help me it's about 8000 €

das sind die Antworten im Chat dann werde ich gesperrt bitte helfen sie mir es geht um 8000€

Hello please help me 8000 € is a lot of money for me

Hallo bitte helfen sie mir 8000€ ist sehr viel Geld für mich

Dear daniellange844,

Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

I fully understand your frustration, however, I will set the timer for additional 6 days and if there’s no development by Thursday next week, we will intervene. Let’s stay positive and allow the funds to reach your bank account. Thank you in advance for your patience.

Hello daniellange844,

Have there been any developments since our last conversation?

Dear daniellange844,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting 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.

Additional comments from the player:

"Have a nice day, I'm sorry, there was a death in the family, the money was paid out in full on January 7th, 2022, so everything is fine, best regards"

Additional comments from the player:

"Schönen guten Tag es tut mir leid hatten einen Todesfall in der Familie das Geld wurde komplett aufeinmal ausbezahlt am 7.1.22 also alles gut liebe Grüße"

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, daniellange844, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru