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Hello I requested 1200 € on 29.3.20 for payment and verified me at the same time. After 4 days without an answer, I was told in live chat that the payment will be made on April 14th, at the earliest. Even after several questions I was answered in very bad German that this would be the normal process. I think this borders on heavy rip off.

Hallo habe am 29.3.20 1200 € zur Auszahlung angefordert und zeitgleich mich verifiziert. Nach 4 Tagen ohne Antwort wurde mir im Live-Chat gesagt das die Auszahlung frühstens am 14.4.20 erfolgen wird. Auch nach mehrfachem nachfragen wurde mir in sehr schlechten Deutsch geantwortet das dies der normale  Vorgang wäre. Ich findes dies grenzt an schwere abzocke.

Dear Tobias, 

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,

Petronela

Hello when I checked my account today, the money was booked back. Payment was declined in the process. The live chat said that this would be completely normal, so I find it not normal to wait 9 days without refusing to pay out. on April 12th the payment would be processed I just wonder why it was booked back today.

Hallo als ich heute auf meinem Account nach geschaut habe war das Geld wieder zurück gebucht. Im Verlauf stand Zahlung abgelehnt. Der live Chat sagte das wäre ganz normal, also ich finde das nicht normal 9 Tage warte dann ohne Begründung auszahlung verweigern. am 12.4 würde die Auszahlung angeblich bearbeitet ich frage mich nur warum Heute zurück gebucht wurde . 

I don’t understand it either, why your payment has been booked back. Is there any relevant communication that you could forward me? My email address is petronela.k@casino.guru. If not, I will set the timer for 7 days and then we will contact the casino and ask for their cooperation. Thank you very much.

Thank you Tobias for your email. As the payment was promised to be processed after today, I will set the timer for additional 7 days and wait for your confirmation. Thank you very much in advance for your confirmation.

Hello after several live chat and email contacts the money arrived today. You can then close the case Sincerely

Hallo nach etlichen  live Chat und E-Mail Kontakten kam heute das Geld an. Sie können dann den Fall schließen Mit freundlichen Grüßen 

Dear Tobias,

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much for your update and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.