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Good day,

I deposited 150 Swiss francs using the Psysafecard code, activated the sports bonus, and wagered it correctly. However, I can only withdraw 500 Swiss francs per day. Three withdrawals of 500 Swiss francs are pending for transfer to my Skrill account, and the first withdrawal was made on May 22, 2025, so nothing has happened since! No verification has been requested to date. There is still an amount of 12,000 Swiss francs in the account itself. Each time, I am only frustrated via chat and repeatedly receive automated replies. I receive no replies at all via email. All screenshots are available. It's tedious, and they want my money.

Guten Tag,

Ich habe mit 150.- Psysafecard-Code eingezahlt, den Sportbonus aktiviert und auch korrekt umgesetzr. Jedoch kann ich nur 500.- pro Tag abheben. Drei Auszahlungen von 500.- sind ausstehend für überweisung auf mein Skrill Konto und die Erste Auszahlung wurde am 22.05.2025 getätigt, seit daher passiert nichts! Keine Verifizierung wird bis Heute verlangt. Auf dem Konto selber befindet sich noch ein Betrag von 12'000.-. Jedes mal werde ich nur verströset per Chat und immer wieder automatisierte antworten. Per Mail erhalte ich gar keine antworten. Screenshot sind alle verfügbar. Es ist mühsam und möchte mein Geld.

Dear Mecka,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Most bookmakers transfer this within 24 hours, so I can't have to wait.

Die meisten Wettanbieter überweisen dies innerhalb 24 Stunden, also kann es nicht sein das ich warten muss.

Then there's the problem that you can only withdraw 500 euros three times. How long would that take with such a large amount? 12 months?

Dann ist noch das Problem, das man je 3 x nur 500.- Auszahlen kann, wie lang würde das dann dauern bei diesem hohen Betrag? 12 Monate?

Now I have to wait 14 days until you transfer 500, or what? Horrible!

Jetzt soll ich 14 Tage warten bis Sie mal 500.- überweisen oder wie? Furchtbar!

Dear Mecka,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Mecka,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.