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Good day

Yesterday I requested a withdrawal of 1600 euros from this casino using MasterCard.

Today I decided to continue playing and cancelled the withdrawal request.

I now have a credit balance of 3700 euros.

I wanted to request the maximum payout of 2000 euros, but it's not working.

The lady in the chat said it might take a little longer.

But I think it's unfortunately a common stalling tactic.

Guten Tag

Ich habe Gestern bei diesem Casino eine Auszahlung von 1600 Euro mit MasterCard beantragt.

Heute habe ich mich entschieden weiterzuspielen und die Auszahlungsanfrage storniert.

Jetzt habe ich ein Guthaben von 3700 Euro.

Ich wollte die maximale Auszahlung von 2000 Euro beantragen aber es funktioniert nicht.

Die Dame im Chat meinte es kann etwas länger dauern.

Aber ich denke das es eine leider übliche hinhaltetaktik ist.

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Dear Porzellanpaul,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I can only agree with the description of another user's complaint.

Despite full verification, payment will not be processed within 24 hours.

The account balance still shows the money in the game account despite the withdrawal request.

Ich kann mich der Beschreibung der Beschwerde eines anderen Users nur anschließen.

Es wird trotz Vollständiger Verifizierung nicht innerhalb 24 Stunden ausbezahlt.

Der Kontostand zeigt das Geld immer noch im Spielkonto an trotz Auszahlungsanfrage.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Porzellanpaul,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla