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I properly identified my account with what I was asked to do! My withdrawal with Mastercard payment method was approved, as I had done with my deposits and they informed me that money will come in 5 working days! They never came in and now they are asking for a copy of a bank account statement, I have sent them 2 times in pdf as they want but I have not received a response

Ταυτοποίησα κανονικά τον λογαριασμό μου με ότι μου ζήτησαν ! Εγκρίθηκε η ανάληψη μου με μέθοδο πληρωμής την Mastercard, όπως ειχα κάνει και τις καταθέσεις μου και με ενημέρωσαν ότι θα χρήματα θα μπουν σε 5 εργάσιμες ημέρες ! Δεν μπήκαν ποτέ και τώρα ζητάνε αντίγραφο κίνησης τραπεζικού λογαριασμού , τα έχω στείλει 2 φορές σε pdf όπως τα θέλουν αλλά δεν έχω λάβει απάντηση

Dear Mary8,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have you made any successful withdrawals before? Could you please advise when exactly you requested this withdrawal?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

I requested the withdrawal before 30–04-2022! My request was approved on 30-04-2022 and I was told that within 5 working days I will have my money! I have not made any withdrawals since I became a member of the casino until now! They replied a while ago that they received my request and to be patient

Ζήτησα την ανάληψη πριν τις 30–04-2022 ! Εγκρίθηκε το αίτημα μου στις 30-04-2022 και μου είπαν οτι εντός 5 εργάσιμων ημερών θα έχω τα χρήματα μου! Δεν έχω κάνει καμία ανάληψη από όταν έγινα μέλος του καζίνο μέχρι τώρα! Μου απάντησαν πριν λίγο ότι έλαβαν το αίτημα μου και να κάνω υπομονή

Today I was told to contact my bank for the transaction, they seem so fraudulent to me

Σημερα μου είπαν να επικοινωνήσω με την τράπεζα μου για την συναλλαγή , μου φαίνονται τόσο απατεώνες

I fully understand your frustration, Mary8. However, we always give the casino two full weeks to process each payment. Therefore, I would recommend that we wait for a few more days, and if there’s no development by the end of this week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear Mary8,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

I have not received my money, I am in contact with my bank and I am waiting for an answer! They will tell me if the merchant is responsible, ie the national casino or it is a procedural issue of the bank !! Huge inconvenience anyway!

Δεν έχω λάβει τα χρήματα μου , είμαι σε επικοινωνία με την τράπεζα μου και αναμένω απάντηση! Θα μου πουν αν ευθύνεται ο έμπορος δηλαδή το national casino ή είναι διαδικαστικό ζήτημα της τράπεζας !! Τεράστια ταλαιπωρία πάντως !

Thanks for the update, Mary8. Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

At the national casino it seems to have been approved ! The bank is still considering my request I do not know why they are delaying so much

Στο national casino φαίνεται να εχει εγκριθεί ! Η τράπεζα εξετάζει ακόμα το αίτημα μου δεν γνωρίζω τον λόγο που καθυστερούν τόσο πολύ

Thank you very much Mary8 for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Mary8,

I looked at your complaint and will do my best to help you. I would like to invite National Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Thanks for the help !

Ευχαριστώ για την βοήθεια !

Hello all,

The payment provided us with the ARN number of the transaction, which means that the transaction is successful and was forwarded to the customer's bank.

Our Support Department will provide the customer with the ARN number of the transaction in question, so the customer can contact the bank and find the transaction status.

Thank you.

Dear Mary8,

let me know when you'll receive your winnings, please.

I will inform you immediately when it happens! Until then, please keep the incident open! Thanks

Θα σας ενημερώσω αμέσως οταν συμβεί! Μέχρι τότε σας παρακαλώ να παραμείνει το περιστατικό ανοικτό ! Ευχαριστώ

I have not received my winnings yet! My case is being processed at the bank

Δεν έχω λάβει ακόμα τα κέρδη μου ! Η υπόθεση μου είναι υπό επεξεργασία στην τράπεζα

Dear Mary8,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have not received my winnings yet! I am waiting for the bank's answer !! we are suffering from 07/05/2022 !! My patience is exhausted

Δεν έχω λάβει ακόμη τα κέρδη μου ! Περιμένω την απάντηση της τράπεζας!! ταλαιπωρούμε από 07/05/2022!! Η υπομονή μου έχει εξαντληθεί

Dear Mary8,

I'll extend the timer this time for 14 days and I'll hope it'll be enough for the bank to answer you. Try to contact them once again and let me know the outcome, please.

I contact the bank every 2 days! For my part I have done everything and I am waiting! I wonder if the casino could contact them and protest from the moment he deposited the money, as he claims, because it did not reach his customer! I imagine it would help I am sending you the contact phone from Greece and abroad!

Επικοινωνώ με την τράπεζα κάθε 2 ημέρες ! Από πλευράς μου έχω κάνει τα πάντα και είμαι σε αναμονή ! Αναρωτιέμαι αν θα μπορούσε να επικοινωνήσει και το καζίνο μαζί τους να διαμαρτυρηθεί από την στιγμή που έχει καταθέσει τα χρήματα, όπως ισχυρίζεται, γιατί αυτά δεν έφτασαν στον πελάτη του ! Φαντάζομαι θα βοηθούσε σας στέλνω το τηλέφωνο επικοινωνίας από Ελλάδα και εξωτερικό !

I just received my money! With a delay of one month but everything is ok! Thank you for your help

Μόλις έλαβα τα χρήματα μου ! Με καθυστέρηση ενός μηνα αλλά όλα οκ! Ευχαριστώ πολύ για την βοήθεια

Dear Mary8,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru