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I ve done 2 withdrawals (500/500 euro each one) at 11/10 and 12/10. After 10 days and many complains by my side I ve received 2 e mails,the first saying that the withdraw was complete (the amount was credited to my bank account ) and the second saying that the withdraw was rejected. When I asked why the second one was rejected they told me that it was the banks provider fault. I ve contacted my bank and asked them what s happened and they replyed to me that it was no way that the one transfer was accepted and the other one rejected (I thought that also but I ve just called to ask ). I ve done again the withdraw (500 euro) at the same date that was rejected (21/10) and since then I ve waited for 5 days and then I ve contacted again with the casino and they keep telling me the same excuses.This happens to me for the first time.Please help me solve it.

Dear Leoglxd21,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that you selected the same payment method for both of your withdrawal requests?

Is there currently any pending withdrawal in your account?

Could you please confirm if you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good evening. Yes, I chose the same payment method for both withdrawals and on both the visa cards I have, from where I made the deposits. In one withdrawal, the money came in normally, in the second one it didn't and I was told by the company that it was rejected by the bank server. I contacted the bank and they told me the obvious, i.e. how come one was allowed and the other was rejected?

I restarted the withdrawal that was rejected on 21/11 and since then every time I contact the company I keep getting the answer that the finance department has a lot of work and is dealing with many requests. I haven't gone through KYC verification, as they haven't asked me to and when I asked if it was necessary, they replied that nothing like that is required at the moment.

Thanks.

Καλησπερα.Ναι επελεξα τον ιδιο τροπο πληρωμης και για τις 2 αναληψεις και στις 2 την καρτα visa που διαθετω,απ οπου εκανα και τις καταθεσεις. Στην μια αναληψη τα χρηματα μπηκανε κανονικα,στην δευτερη οχι και μου απαντησανε απο την εταιρεια οτι την απεριψε ο διακομιστης της τραπεζας. ΅Επικοινωνησα με την τραπεζα και μου ανεφεραν το αυτονοητο,δηλαδη πως γινεται να επετραπει η μια και να απορριφθηκε η αλλη?

Ξαναεκανα την αναληψη που απορριφθηκε στις 21/11 και απο τοτε καθε φορα που επικοινωνω με την εταιρεια λαμβανω συνεχως την απαντηση οτι εχει πολυ δουλεια το τμημα των οικονομικων και αντιμετωπιζει πολλες αιτησεις . Δεν εχω περασει επαληθευση KYC ,καθοτι δεν μου το εχουν ζητησει και οταν ρωτησα εαν χρειαζεται μου απαντησαν οτι επι του παροντος δεν απαιτειται κατι τετοιο.

Ευχαριστω.

The takeover was completed today. The topic is considered expired.

Η αναληψη ολοκληρωθηκε σημερα. Το θεμα θεωρειται ληξαν.

Dear Leoglxd21,

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, 

Veronika Fritz 

Casino.Guru