We have verified and checked your complaint; however we have found the following information:
You have made a payout request of 38.40€ on November 11th, 2015. Since you gained those winnings solely playing with no deposit free spins, you have been informed that our bonus terms apply. As stated in our bonus terms and conditions and FAQs page, the payout for free spins is limited to a maximum of 25€ when the free spins are issued as a No Deposit Bonus. Also only players who made a deposit within the last 60 days before the requested payout can claim their winnings. Players who haven't made a deposit within the stated time frame, have 30 days from the day the payout was requested to make a deposit and claim their winnings.
You have made the deposit and provided us your documents for KYC verification which was completed on November 13th, 2015. Three days later you have requested to send the payout on your Skrill account.
From 16th November until 30th November we had 2 attempts to send the funds to your Skrill account but both times funds was returned. We were notified that the Skrill account is no longer enabled.
We have asked for a new update and confirmation of your Skrill account details and after this was provided, a 3rd attempt to process your payout was made on 6th December, 2015. According to the email we received from you, you confirmed that you have received the 25€ on 6th December.
Considering all of the above, you can agree that your payout was sent and received and that any dealy that occurred was casued by external issues out of our control.