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The casino claims that the money has been transferred, but it has not appeared in my account yet. So, I contacted customer service again and they told me that the withdrawal cannot be made to my account. However, I have deposited money several times from this account using my credit card and to request withdrawal, I have submitted all the necessary documents which have been confirmed.

Das casino sagt dass das Geld angewiesen wurde aber es ist bis jetzt nicht drauf. Also habe ich nochmal den kundenchat angeschrieben und er meinte das die Auszahlung nicht auf mein Konto getätigt werden kann. Ich habe aber mit diesem Konto mehrmals eingezahlt über meine Kreditkarte und zUm auszhlungsantrg habe ich alle erforderlichen Unterlagen eingereicht und die wurden mir auch bestätigt.

Dear Stippi,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?
• Do I understand correctly that your winnings were accumulated from a free bonus entirely?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Stippi,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.