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I have not been asked for verification for my profile. I made a withdrawal on 7/4, 7 business days have passed and the money has not been deposited. I want to make a complaint.

Δεν μου έχει ζητηθεί ταυτοποίηση για το προφίλ μου . Έχω κάνει ανάληψη από 7/4 έχουν περάσει 7 εργάσιμες μέρες και τα χρήματα δεν έχουν μπει .θέλω να κάνω καταγγελια

Dear alekakis3234,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I have not been asked for account authentication at the casino. I hope you won't delay me on this later either

Δεν μου έχει ζητηθεί ταυτοποίηση του λογαριασμού στο καζίνο. Ελπίζω να μη με καθυστερήσετε και για αυτό αργοτερα

Could you please share any updates regarding your withdrawal?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

The answer from the chat is that due to the load of withdrawals, my withdrawal is in order of priority. We have reached day 13 and no withdrawal has taken place. I send every day and they reply the same. That my withdrawal is in the last stage in the financial department

Η απάντηση από το chat είναι λόγω φόρτου αναληψεων είναι σε σειρά προτεραιότητας η ανάληψη μου. Έχουμε φτάσει στη 13η μέρα και δεν έχει πραγματοποιηθεί η ανάληψη. Στέλνω κάθε μέρα και μου απαντάνε το ίδιο. Ότι η ανάληψη μου είναι στο τελευταίο στάδιο στο οικονομικό τμημα

How can I file a complaint?

Πώς μπορώ να προχωρήσω σε καταγγελια;

There is no email notification from the casino about the withdrawal.

Δεν υπάρχει καμμία ενημέρωση με email από το καζίνο σχετικά με την ανάληψη.

Have you received your cashout since your last message, please?

Dear alekakis3234,

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.