X1 Casino - 当該プレイヤーは出金が遅れていると考えています。

I won 1000€ in the Live Casino. I have checked multiple times to ensure everything is correct and have confirmation that my withdrawal (Live-Chat) is all in order. However, every day I am put off and told to wait. The Terms indicate a maximum of 2 days and I am worried that I will not receive my money.

Ich habe 1000€ im Live Casino gewonnen. Ich habe mich auch mehrfach abgesichert, dass alles richtig ist und habe auch die Bestätigung, dass mit meiner Auszahlung (Live-Chat) alles in Ordnung ist. Allerdings werde ich jeden Tag aufs neue vertröstet, dass ich warten soll. In den Terms sind 2 Tage maximal angegeben und ich habe Angst, dass ich mein Geld nicht bekomme.

Dear EAPogbaa,

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

Good day,

now 7 days have passed without a payout. Customer service GUARANTEED me that the withdrawal would be completed yesterday. However, it was a false promise and the live support representative today told me he couldn't figure out where this information came from.

Guten Tag,

nun sind 7 Tage vergangen, ohne eine Auszahlung. Der Kundendienst GARANTIERTE mir, dass die Auszahlung gestern absolviert wird. Es war allerdings ein falsches Versprechen und der Mitarbeiter des Live Supports heute sagte mir, er könnte sich nicht erklären, woher diese Information stammen soll.

11 days passed now. Customer service puts me off daily, but the payout is still pending.

11 Tage nun vergangen. Der Kundenservice vertröstet mich täglich, aber die Auszahlung ist immer noch ausstehend.

It has now been 14 days and the payout is still pending. I'm put off every day, but nothing happens. Please help me get my money.

Es sind jetzt 14 Tage vergangen und die Auszahlung ist immer noch ausstehend. Ich werde jeden Tag vertröstet, aber es tut sich einfach nichts. Bitte helfen Sie mir, an mein Geld zu kommen.

Thank you for your reply, EAPogbaa. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Good day,

my account is "fully verified". I just got the confirmation again from the live chat. However, this is my first payout at this casino.

Guten Tag,

mein Account ist „fully verified". Die Bestätigung habe ich mir soeben nochmal vom Live-Chat geben lassen. Dies ist allerdings meine erste Auszahlung in diesem Casino.

The winnings were collected completely WITHOUT BONUS. Won with real money (without any bonus) in live casino. (Crazy Time by Evolution)

Die Gewinne wurden komplett OHNE BONUS gesammelt. Habe mit Echtgeld (ohne jeglichen Bonus) im Live-Casino gewonnen. (Crazy Time von Evolution)

Thank you very much, EAPogbaa, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi EAPogbaa,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your winnings. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear X1Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please explain why the player's withdrawal request is still pending?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Hi, I just got a confirmation email that my payout has now been accepted.

I'll let you know when I have the money in my bank account.

Thank you in advance for your support.

Hi,ich habe soeben eine Bestätigung per Mail bekommen, dass meine Auszahlung nun akzeptiert wurde.

Ich melde mich, wenn ich das Geld auf meinem Bank-Konto habe.

Vielen Dank schonmal für Ihre Unterstützung.

Dear EAPogbaa, thank you for the updates. I hope that the money will be credited to your account really soon. I'll set the timer for two weeks since we assume that the payment may be delayed after being processed. Please, keep us informed.

The money has arrived in my bank account. Thanks very much.

Das Geld ist auf meinem Bankkonto eingetroffen. Vielen Dank.

Dear EAPogbaa,

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,

Natalia