Casinova - プレイヤーが賞金を受け取れずにいます。

They refuse to pay out! I was told it would take 3 days, but it's just constant stalling tactics! "Your money is on its way," then "being processed," then "on its way again," "Don't worry, the money is being paid out," then "being processed again," and so on and so forth. It's a constant cycle, but the money never arrives. I've saved screenshots from support and customer service.

Weigern sich auszuzahlen! Wurde gesagt 3 Tage und immer nur hinhaltetechnick! Ihr Geld ist unterwegs, dann wieder in Bearbeitung, wieder unterwegs, keine Sorge Geld ist in Auszahlung, dann wieder in Bearbeitung usw usw. Ständiger Kreislauf doch Geld kommt nicht. Screenshots von support und Kundenbetreuung habe ich abgespeichert.

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Dear GuenterJens,

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

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

Dear GuenterJens,

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.

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Thank you in advance for your time and feedback.

Best regards,

Karla