Trickz Casino - プレイヤーの撤退が遅れています。

I tried to withdraw my money last night, but the withdrawal failed on the casino's end. The money was not refunded, so the casino is currently holding €1200 and doesn't know where the money is.

Ich habe versucht gestern Abend mein Geld abzuheben, jedoch ist die Auszahlung seitens des Casinos fehlgeschlagen. Das Geld wurde aber nicht zurück erstattet, sodass das Casino gerade 1200€ einbehält und nicht weiß, wo sich das Geld befindet.

Dear Viktor1989,

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?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.