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Good evening,

On Friday, 18/10, I made a deposit and by Saturday I had won 12,065 euros. Yesterday, I tried to make a withdrawal, and although every other time my withdrawals were completed in just a few seconds, this time issues began... They refused to pay me and kept telling me lies, leading to the situation where, even now, I haven't received a single euro back.

I want to file a complaint because I believe I will never get my winnings. Please help me.

Καλησπέρα σας,

Τη παρασκευη 18/10 πραγματοποίηση καταθεση και έως το σάββατο κερδισα 12.065 ευρώ, χθές προσπάθησα να πραγματοποιησω αναληψη και ενω όλες τις άλλες φορες οι αναλήψης μου ολοκληρωνόντουσαν εντος λιγων μόλις δευτερολεπτων αρχισαν τα παρατραγουδα..... δεν δεχοντουσαν να με πληρωσουν μου ελεγαν συνεχως ψεμματα με αποτελεσμα μεχρι και τωρα να μην εχω παρει ευρω πισω.

Θελω να προβω σε καταγγελια πιστευω δε θα τα παρω ποτε τα κερδη μου παρακαλω βοηθηστε με

Dear veniachristakopoulou,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Is your withdrawal request pending in your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

my account is fully verified and I have made other withdrawals, of course I do not receive any response, they keep telling me that the competent department is examining it but no progress

ο λογαριαμος μου ειναι πληρως επαληθευμενος και εχω πραγματοποιησει και αλλες αναληψεις φυσικα δεν λαμβανω καμια απαντηση συνεχως μου λενε πως το εξεταζει το αρμποδιο τμημα αλλα καμια εξελιξη

Dear veniachristakopoulou,

If the issue with your deposit still persists, kindly send me the correspondence between you and the casino so we may review the situation. My email is tomas@casino.guru

Please share a screenshot your your withdrawal request with the status and date visible.

Dear veniachristakopoulou,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.