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I always have problems with the payouts.

I had instructed €4000, only to hear after 10 days that only €1000 could be paid due to technical problems.

Since 20.3. credit (5x each 1000,-€) is still outstanding.

To this day I don't have the money.

I still have a credit balance of around €17,000.

When am I supposed to get the total amount if I can only transfer €1000 at a time and each payout takes forever?

I don't get any help from my so-called VIP advisor, I'm always put off.

ch habe immer Probleme mit den Auszahlungen.

Ich hatte 4000, - € angewiesen, um dann nach 10 Tagen zu hören, dass aufgrund technischer Probleme nur 1000,- €gezahlt werden können.

Seit dem 20.3. stehen wieder Guthaben (5x jeweils 1000,-€) aus.

Das Geld habe ich bis heute nicht.

Ich habe dann immer noch ein Guthaben von ca. 17.000,-€.

Wann soll ich denn die Gesamtsumme bekommen, wenn ich immer nur 1000,-€ anweisen kann und jede Auszahlung ewig dauert?

Von meinem sogenannten VIP Berater bekomme ich keine Hilfe, ich werde immer nur vertröstet.

Dear kaaschaffrath,

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 from the casino in the past? Could you please confirm that you have passed the KYC verification?

Have you accumulated 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,

Tomas

Hello, have received in the past - also higher payouts.

verification passed.

No bonuses

Hallo, habe in der Vergangenheit schon - auch höhere Auszahlungen - erhalten.

Verifizierung bestanden.

Keine Boni

Could you please explain if you can request multiple payout requests simultaneously when cashing out your winnings? Could you please give us an update on how much remains to be withdrawn from your account? Did you accumulate your winnings with or without a bonus?

The payments have now been made.

Thanks for your help

Die Auszahlungen sind mittlerweile erfolgt.

Danke für Ihre Hilfe

Dear kaaschaffrath,

I'm glad to hear that all of your cashouts reached you. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Tomas

Casino.Guru