On Saturday, 7th of July, I made a deposit of 20€ with a 100% bonus, which I wagered through with bets below 0.60€. I got lucky and ended up with about 800€ after the wagering was done, continued to play on lower stakes and finally requested a withdrawal of 750€ at about 11:00pm. I immediately manually sent an email to their support with my verification documents, as I had moved and my address needed to be changed (I obviously also sent verification for my old address).
Sunday evening I wrote another e-mail via their customer support "live chat" window, as no one was available at the time, asking what the status of the withdrawal was. On the next morning, I received an answer that stated they couldn't find an account with my e-mail. So I sent a reply with my e-mail address, username and full name. Haven't received any reply yet. While they state the Live Chat is available every day from 07:00am to 01:00am, it is never available, I've constantly checked for the last 4 days. I should also note they state they process the payments on the same day on their withdrawal page (at least for PayPal). If there's a problem anywhere I can understand it'll take longer, but at least inform me if there is one.
Today I received an e-mail saying my withdrawal has been declined with the following explanation, if you can call it one: "Unfortunately we were not able to process your withdrawal. It has now been cancelled." In my opinion, that is not a reason at all. Since I seemingly cannot reach anyone at this casino, I don't know what I need to do to resolve this.
The money went back into my real money balance. The withdrawal cannot be found in my withdrawal history. I just now requested another withdrawal. Please let me know what I have to do to finally receive the money, thank you.