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Hello, I have problems with my verification. I verified my account on 08/04/2022 uploaded ID card, bank card. The ID card was accepted, but the bank card was rejected again and again after repeated submissions. I do not know why. I also uploaded my proof of address, which was accepted. I deposited using an Apple Pay virtual debit card, which runs through my bank account. So I don't have a credit card for this, just a bank statement of the payments. On September 1st, 2022 I made a payment of 420 euros. The operator advertises that it takes 11 hours to process them. It's been 41 hours now. I tried to contact support, they said the payment is in progress. But I didn't get anything by email or anything else. It still says the payout is pending! The casino does not react at all by email, it is also advertised that the time of 12 hours is provided until the support reports. I am already very disappointed, I like the games in the casino very much and have already deposited a lot. I got lucky and nothing happened. I don't know anything from other casinos that this takes so long. Most of the time, withdrawals and processing times were no longer than 24 hours.

Guten Tag, ich habe Probleme mit meine Verifizierung. Ich habe mein Konto am 04.08.2022 verifiziert habe den Personalausweis, Bankkarte hochgeladen. Der Ausweis wurde angenommen, die Bankkarte nach wiederholten vorlegen immer wieder abgelehnt. Woran das liegt weiß ich nicht. Ich habe hinzu auch noch mein Adressnachweis hochgeladen, der wurde angenommen. Ich habe mit Apple Pay Virtuelle Debit Karte eingezahlt, dieses läuft über mein Bankkonto. Daher habe ich dafür keine Kreditkarte, nur ein Kontoauszug der Zahlungen. Ich habe am 01.09.2022 eine Auszahlung vorgenommen in Höhe von 420 Euro. Der Betreiber wirbt damit 11 Stunden zu brauchen um diese zu bearbeiten. Es sind mittlerweile 41 Stunden vergangen. Ich habe den Support versucht zu Kontaktieren, dieser meinte die Auszahlung ist in Bearbeitung. Ich habe aber weder per Mail was bekommen noch sonst was. Da steht noch immer, dass die Auszahlung offen ist! Per Mail reagiert das Casino überhaupt nicht, da wird auch mit geworben, dass die Zeit von 12 Stunden vorgesehen ist bis der Support sich meldet. Ich bin schon sehr enttäuscht, ich mag die Spiele in dem Casino sehr gerne und habe auch schon eine Menge eingezahlt. Nun hatte ich mal etwas Glück und es passiert nichts. Ich kenne sowas von anderen Casinos überhaupt nicht, dass dies so lange dauert. Meistens waren die Auszahlungen und Bearbeitungszeit nicht länger wie 24 Stunden.

Dear kathi92,

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

Dear kathi92,

Have you received your withdrawal from the casino yet?

Dear kathi92,

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, we’re forced to close 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.