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Good evening, I made a withdrawal of €500 yesterday, however, a few days before I had made €90 and they were delayed, resulting in me playing it. I am opening a complaint because I am sure that I will be late in receiving my money. I should note that they have not asked me for verification. Thank you

Καλησπέρα σας έκανα ανάληψη χτες 500€ ωστόσο λίγες μέρες πριν είχα κάνει 90€ και καθυστέρησαν με αποτέλεσμα να τα παίξω. Ανοίγω το παράπονο διότι είμαι βέβαιη ότι θα καθυστερήσω να λάβω τα χρήματα μου. Να σημειώσω ότι δεν μου έχουν ζητήσει επαλήθευση. Ευχαριστώ

Dear zwigz1996,

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.

I haven't been asked for identification, they told me it's not necessary. In any case, I'll wait another 11 days.

Δεν μου έχει ζητηθεί ταυτοποίηση δεν χρειάζεται μου είπαν. Σε κάθε περίπτωση θα περιμένω άλλες 11 μέρες.

The withdrawal was made on 21/4, please correct me because I made a mistake. It was canceled due to a system error and I made it again.

Η ανάληψη έγινε 21/4 διορθώστε γιατί έκανα λαθος. Ακυρώθηκε λόγω συστήματος και την έκανα ξανά.

I got paid today. Let the incident be closed.

Πληρώθηκα σήμερα. Να κλείσει το περιστατικό

Dear zwigz1996,

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,

Nick Bacon

Casino.Guru