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Good evening! I registered with a deposit bonus at the casino and fulfilled all the wagering requirements, so I could make a withdrawal. I requested a withdrawal of 200 euros and sent all the required documents for verification but waited 5 working days. I sent an email, and they did not respond. The chat feature within the casino is not working. I cannot contact anyone to resolve my issue. I canceled the withdrawal and tried a different method this time, depositing 40 euros, but still nothing. Since 8/8/24, there has been no verification, and they have not communicated whether they need any additional documents. This seems like a scam.

Καλησπερα! Είχα κάνει εγγραφή με μπόνους κατάθεσης στο καζίνο και τζιραρε όλο το ποσο όποτε μπορούσα να κάνω ανάληψη. Έκανα ανάληψη 200 ευρώ έχω στείλει ολα τα απαραίτητα έγγραφα για τη ταυτοποίηση αλλά περιμένα 5 εργάσιμες. Έστειλα μαιλ δν απάντησαν. Το chat δεν δουλευει μέσα στο casino τους. Και δν μπορώ να επικοινωνήσω με κανέναν για να λύσω το πρόβλημα μου. Έκανα ακύρωση της ανάληψης. Και δοκίμασα άλλο τρόπο αυτή τη φορά έβαλα 40 ευρώ αλλά ακόμα τίποτα. Από 8/8/24 δεν έχει γίνει επαλήθευση και δεν έχουν έρθει σε επικοινωνία για το αν χρειάζονται κάποιο άλλο έγγραφο. Μου φαίνεται απάτη.

Dear chrisprf,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Therefore, I would recommend that you wait for a few more days so that the casino has enough time to review your documents. If there is no development by the end of this timeframe, please get back to us and we will intervene.

Thank you for your patience.

Best regards,

Kristina

Thanks. At the moment I have made a small withdrawal of 40 euros which is the minimum. Do I need to request a withdrawal for the full amount?

Ευχαριστω. Αυτή τη στιγμή έχω κάνει μια μικρή ανάληψη των 40 ευρώ που είναι το ελάχιστο. Μήπως πρέπει να αιτηθώ ανάληψη για όλο το ποσό;

I made a new withdrawal of 200 euros and I'm waiting.

Έκανα μια νέα ανάληψη 200 ευρώ και περιμένω.

Dear chrisprf,

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.

everything is fixed!! They responded and we solved the problem! You can close the case

Dear chrisprf,

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, 

Kristina

Casino.Guru