Rakoo Casino - 決済が遅延しているとのクレームがあります。

For the past week, I have been struggling to get my payout. I submitted everything they requested, but I still haven't received a response. They keep saying they need the deposit from May. I even sent the entire account statement, but they still say that's not what they need. It seems they don't want to pay out. This is about 230 euros played without a bonus.

Ich habe seit eine Woche gegempft das ich meine Auszahlung bekommen, habe alles was die werlangt habe geschickt und noch immer keine Antwort bekommen, sagt immer die selbe die brauchen Einzahlung von mai ,habe auch ganze konto Auszug geschickt trotzdem sie sagen das ist nicht was sie brauchen, sie möchte nicht auszahlen, es geht um 230 Euro ohne Bonus gespielt.

Dear violetalindner,

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

Dear violetalindner,

Have you received your withdrawal from the casino yet?

Dear violetalindner,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.