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Good evening

I have made 3 withdrawals of €500 on 29/1, 30/1, and 31/1 and they are still under review with the excuse that they tell me that there is a large volume of requests and there is a delay.

It's been over 10 days, this is not a normal delay and they always give me general answers every day I contact them.

καλησπερα

εχω κάνει 3 αναλήψεις των 500€ στις ημερομηνίες 29/1, 30/1, και 31/1 και ακόμα είναι υπό εξέταση με την δικαιολογία να μου λένε ότι υπάρχει μεγάλος όγκος αιτημάτων και υπάρχει καθυστέρηση

έχουν περάσει πάνω από 10 μέρες αυτό δεν είναι φυσιολογική καθυστέρηση και μου δίνουν πάντα γενικές απαντήσεις κάθε μέρα που επικοινωνώ μαζί τους

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Dear Achilleaa412,

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

Dear Achilleaa412,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Only one of the 3 withdrawals I made was credited.

the withdrawal I made on 1/30 is still being processed shows

Μπήκε μόνο η μία από τις 3 αναλήψεις που είχα κάνει..

η ανάληψη που είχα κάνει στις 30/1 ακόμα είναι σε επεξεργασία εμφανίζει

Dear Achilleaa412,

Thank you for the update.

To proceed further, could you please upload a screenshot of your withdrawal history from your casino account?

The screenshot should clearly show:

• The three withdrawal requests (€500 each)

• The dates (29/1, 30/1, 31/1)

• Their current status (paid / under review / processing)

This will help us verify the timeline and assess the delay properly.

Thank you in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Achilleaa412,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla