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I have set myself a credit limit of € 200. Since my account is at € 642.30, € 442.30 should be paid out automatically. This payout has still not been processed since December 31, 2021. I currently have an active bonus, but it only came after the withdrawal request. I don't get any feedback from LiveChat or by email.

Ich habe mir ein Guthabenlimit von 200€ eingerichtet. Da mein Konto einen Stand von 642,30€ beträgt, sollten mir 442,30€ automatisch ausgezahlt werden. Diese Auszahlung ist seit dem 31.12.2021 immer noch nicht bearbeitet wurden. Momentan habe ich einen aktiven Bonus, der aber erst nach der Auszahlungsanfrage erfolgt ist. Vom LiveChat und per Mail erhalte ich keine Rückmeldung.

Dear Susanne,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Dear Susanne,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.