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Hello. I made a deposit of €14.5 and got a bonus which I released according to all the terms and conditions of the casino. Then I was lucky enough to win €600 which I withdrew in two parts, €300 each request. My account is fully identified as they have assured me. The withdrawal time given by the company itself is 72 hours. It has already been 5 days and the money has not been credited to my account. I ask for your help.

Γεια σας. Έκανα μία κατάθεση 14,5€ και απέκτησα ένα μπόνους το οποίο το αποδέσμευσα σύμφωνα με όλους τους όρους και τις προϋποθέσεις του καζίνο. Στη συνέχεια είχα την τύχη να κερδίσω 600€ τα οποία απέσυρα σε δύο μέρη, 300€ το κάθε αίτημα. Ο λογαριασμός μου είναι πλήρως ταυτοποιημένος όπως με έχουν διαβεβαιώσει και οι ίδιοι. Ο χρόνος ανάληψης που δίνει η ίδια η εταιρεία είναι 72 ώρες. Έχουν περάσει ήδη 5 ημέρες και τα χρήματα δεν έχουν πιστωθεί στον λογαριασμό μου. Ζητάω την βοήθεια σας .

Dear sotiris393,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

But the same company gives a maximum withdrawal time of 72 hours. My account is fully identified and I'm afraid they want to cheat me. I have already provided you with all the conversations that constantly give me the same excuses. For my part, I was completely formal in what was asked of me. Why shouldn't they be the same with payments? Thank you.

Μα η ίδια εταιρεία δίνει μέγιστο χρόνο ανάληψης τις 72 ώρες. Ο λογαριασμός μου είναι πλήρως ταυτοποιημένος και φοβάμαι ότι θέλουν να με εξαπατήσουν. Σας έχω προσκομίσει ήδη και όλες τις συνομιλίες που μου αναφέρουν συνεχώς τις ίδιες δικαιολογίες. Εγώ από την μεριά μου ήμουν απολύτως τυπικός σε ότι μου ζητήθηκε. Γιατί να μην είναι και οι ίδιοι με τις πληρωμές; Σας ευχαριστώ.

I just received my payment, thank you.

Μόλις έλαβα την πληρωμή μου,σας ευχαριστώ.

Dear sotiris393,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru