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I have one on 10/24/2022 with an account balance of EUR 4170.20

Payment of EUR 500.00 requested. My account balance was reduced to EUR 3670.20. The 500 euros appeared in the transaction list

In Progress. On 11/25 I checked the payout and the

whole process was gone. My subtracted 500 euros were not charged back. I described it several times

Facts to the casino support and only received excuses and examination not possible. The transaction was then terminated by the casino.

Habe am 24.10.2022 beim Kontostand von EUR 4170,20 eine

Auszahlung von EUR 500,00 beantragt. Mein Kontostand reduzierte sich auf EUR 3670,20. In der Transaktionsliste erschienen die 500 Euro

in Bearbeitung. Am 25.11. kontrollierte ich die Auszahlung und der

gesamte Vorgang war verschwunden. Eine Rückbuchung meiner subtrahierten 500 Euro erfolgte nicht. Ich schilderte mehrfach den

Sachverhalt dem Casino Support und erhielt nur Ausreden und Prüfung nicht möglich. Der Vorgang wurde dann vom Casino beendet.

Dear georg3549,

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. Do I understand correctly that the withdrawal request disappeared from the withdrawal/cashier history?

Have you made any successful withdrawals before? 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,

Kristina

Dear georg3549,

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.