BookofCasino - プレイヤーの賞金が遅れています。

The casino is not paying out my winnings. They take forever to process anything. The live chat just keeps giving me the runaround. Support via email is practically unreachable.

Furthermore, I won over 300 Euros from the provided free spins, and the winnings just disappeared. I reported the problem, but it's taking forever to get resolved. Again, support is unreachable here as well.

Casino zahlt meinen Gewinn nicht aus . Brauchen ewig zum bearbeiten. Live Chat vertröstet einen immer. Support per Mail quasi nicht zu erreichen.

des Weiteren in zur Verfügung gestellten Grats Spins über 300 Euro gewonnen die einfach weg sind. Problem gemeldet , wird aber ewig bearbeitet . Support auch hier nicht erreichbar .

Dear Matze392, 

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.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Additionally, please provide more information regarding the missing winnings:

• Were these winnings recorded in your game history?
• When did you accumulate them?

Thank you in advance for your reply.

Best regards, 

Kristina

Hello, I requested the payout yesterday morning. There hasn't been a successful payout yet.

The winnings come from free spins provided by the casino.

I got free spins on the Captain's Quest Treasure Island slot during these free spins.

These went very well. The stake was 1 euro. The first two reels were wilds with a high multiplier. The win was over 300 euros, but this was not credited to the balance. This win does not appear in the betting list either.

Hallöchen, ich habe die Auszahlung gestern morgen angefordert. Eine erfolgreiche Auszahlung fand bisher nicht statt.

Die Gewinne sind in vom Casino zur Verfügung gestellten Freidrehs zustande kommen.

Ich hatte in der Slot Captain's Quest Treasure Island während dieser Freidrehs , Freispiele bekommen.

Diese liefen sehr gut . Einsatz war 1 Euro . Erste beiden Walzen waren Wilds mit hohem Multi. Der Gewinn lag bei über 300 € die aber dem Guthaben nicht gutgeschrieben worden sind. Auch in der Wettliste taucht dieser Gewinn nicht auf.

Hello. The casino's live chat put me off. They then requested pictures of my credit card. This was sent yesterday evening. Since then, no response. There is no response to emails at all. Withdrawal is still pending in the casino account. The other problem is still not resolved either.

Hallo. Der Live Chat des Casinos vertröstet mich. Haben dann Bilder meiner Kreditkarte angefordert. Diese übermittelt gestern Abend. Seitdem keine Antwort. Auf Mails wird überhaupt nicht reagiert. Auszahlung nach wie vor als Ausstehend im Casinokonto. Das andere Problem nach wie vor auch nicht gelöst.

The money arrived today. But it's taking forever and support is unavailable. The other problem still exists. But I'm glad that at least the payment worked.

Geld kam heute an. Dauert aber ewig und der Support ist nicht zu erreichen. Das andere Problem besteht aber weiterhin. Bin aber Froh das wenigstens die Auszahlung geklappt hat.

Dear Matze392,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru