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I've been waiting for over a week, I wanted to withdraw €500 and was told it would take up to 5 days. After 7 days I asked the support. Then I was told by a support operator to cancel the payout and split the payout. And now I only get 416€ instead of 500?!

And I haven't even received this 416€ yet!

Ich warte seit über einer Woche ich wollte 500€ auszahlen da wurde mir gesagt das dauert bis zu 5 Tage. Nach 7 tagen habe ich dann im support nachgefragt. Dann wurde mir von einem Support Operator gesagt ich soll die Auszahlung abbrechen und die Auszahlung teilen. Und jetzt bekomme ich sogar nur noch 416€ statt 500?!

Und selbst diese 416€ habe ich noch nicht erhalten!

Dear dustin995,

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

But why should I cancel the withdrawal of €500 and split it so that there are fees?

Aber warum sollte ich die Auszahlung von 500€ stornieren und aufteilen damit Gebühren anfallen?

Dear dustin995,

Have you received your withdrawal from the casino yet?

Dear dustin995,

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.