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While I had a 100% bonus offer up to 300 euros, I made the deposit and the bonus was applied as expected. However, when I proceeded to play, I was given the option to choose which money to play with. Initially, I played with the withdrawable money, lost it, and then played with the bonus. The bonus had a limit of 1750 euros to unlock. Having exceeded that limit, I attempted to withdraw my money, only to find that it had not been transferred to my withdrawable balance. They were asking for mobile phone verification, but despite entering my number correctly, as I had declared it, they did not send me a verification code. Customer service is not responding. The manager is not responding. My money has disappeared. In my deposit history, they have changed the deposits from '50 euros + 50 bonus' to '10 + 10 bonus' and when I request my transaction history, they send me a link which doesn't exist. What can we do?

ενω ειχα μια προσφορα 100%μπονους εως 300ευρω εκανα την καταθεση και το μπονους μπηκε κανονικα αφου λοιπον μπηκα να παιξω μου εδινε την επιλογη με ποια χρημματα θα παιξω...επαιξα στην αρχη με τα αναληψιμα τα εχασα και μετα επαιξα με τα μπονους....το μπονους μου ειχε οριο 1750ευρω για να ξεκλειδωσει αφου το ξεπερασα λοιπον και βγηκα για να κανω αναληψη τα χρημματα δεν μου τα ειχαν περασει στα αναληψιμα και μου ζητουσαν επιβαιβεωση του κινητου ενω εβαζα το νουμερο κανονικα οπως το ειχα δηλωσει δεν μου στελνουν κωδικο....στην εξυπηρετηση δεν απαντανε....ο διαχειριστης δεν απανταει......τα χρημματα μου τα εσβησαν......στο ιστορικο καταθεσεων εχουν αλλαξει της καταθεσεις απο 50ευρω +50μπονους τα εκαναν 10 +10μπονους και σε αιτημα του ιστορικου μου στελνουν εναν συνδεσμο ο οποιος δεν υπαρχει...τι κανουμε?

Dear sakislew,

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

my problem is that my money disappeared?

το προβλημα μου ειναι οτι μου εσβησαν τα χρημματα?

Thank you for your reply, sakislew. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Have your winnings been recorded in the game history? Have you received any clear explanation from the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear sakislew,

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.