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I am reaching out to express my dissatisfaction with the significant delay in my withdrawal of 1,500 euros. I requested this withdrawal on 02/12/2024, and as of today, 30/12/2024, the amount has yet to be credited to my account.

Over the past weeks, I have repeatedly contacted your live chat support to inquire about the status of my withdrawal. Each time, I have been told only that you apologize for the delay and that I should continue waiting. However, I have not received any concrete information or an estimated date for when my withdrawal will be processed.

This delay and the lack of transparency are unacceptable to me. According to the terms and conditions of the casino and applicable legal regulations, a withdrawal should be completed within a reasonable timeframe. The current processing time of nearly a month is not only disproportionately long but also raises concerns about reliability.

ich wende mich an Sie, um meine ausdrückliche Unzufriedenheit über die erhebliche Verzögerung meiner Auszahlung von 1.500 Euro mitzuteilen. Ich habe die Auszahlung am 02.12.2024 beantragt und bis heute, den 30.12.2024, ist der Betrag nicht auf meinem Konto eingegangen.

In den vergangenen Wochen habe ich mich mehrfach an Ihren Live-Chat-Support gewandt, um den Status meiner Auszahlung zu klären. Jedes Mal wurde mir lediglich mitgeteilt, dass Sie sich für die Verzögerung entschuldigen und ich weiterhin warten soll. Konkrete Informationen oder ein voraussichtliches Datum für die Bearbeitung meiner Auszahlung wurden mir jedoch nicht gegeben.

Diese Verzögerung und der Mangel an Transparenz sind für mich inakzeptabel. Gemäß den AGB Des Casinos und den geltenden gesetzlichen Bestimmungen sollte eine Auszahlung innerhalb eines angemessenen Zeitraums erfolgen. Die bisherige Bearbeitungszeit von knapp einem Monat ist nicht nur unverhältnismäßig lang, sondern wirft auch Zweifel an der Zuverlässigkeit auf.

Dear scuzy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear scuzy,

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.