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I initiated two withdrawals – one for €1,500 and another for €1,000. Both withdrawals were processed on the same day.

On the same day, I also received information from my bank that transactions from this provider could not be accepted. The withdrawals were therefore rejected by my bank and the money was never credited to my account.

To date, the amount has not been refunded to my player account. According to your support, the refund can take up to four weeks. However, I cannot understand this explanation, as the bank never accepted the payments and the funds therefore never arrived in my account.

Unfortunately, my inquiries only receive standard replies asking me to be patient. This is making me increasingly uneasy.

Ich habe zwei Auszahlungen veranlasst – eine über 1.500 € und eine weitere über 1.000 €. Beide Auszahlungen wurden noch am selben Tag bearbeitet.

Ebenfalls am gleichen Tag erhielt ich von meiner Bank die Information, dass Transaktionen dieses Anbieters nicht angenommen werden können. Die Auszahlungen wurden daher von meiner Bank abgelehnt und das Geld wurde nie auf meinem Konto gutgeschrieben.

Bis heute wurde der Betrag jedoch nicht meinem Spielerkonto zurückgebucht. Laut Ihrem Support kann die Rückbuchung bis zu vier Wochen dauern. Diese Erklärung kann ich jedoch nicht nachvollziehen, da die Bank die Zahlungen nie angenommen hat und die Beträge somit nicht auf meinem Konto eingegangen sind.

Leider erhalte ich auf meine Nachfragen ausschließlich Standardantworten mit der Bitte, mich zu gedulden. Das verunsichert mich zunehmend.

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Dear Musty,

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 before?
• Could you please confirm that you have passed the KYC verification?
• Can you provide any reference numbers or details of your withdrawal requests?
• Have you contacted your bank to inquire about the rejection of the transactions?

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,

Attila