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Recently at this particular casino I won 30000. I have requested a withdrawal of 500 euros since 18/06 I have not received the money yet as when I talk to the live support chat they tell me that my money is safe and that the withdrawals were proceeding normally. This particular casino has a policy with a limit of 500 euros per day and up to three active withdrawals, so you can understand with their rates how long it will take me to get my money.

Προσφατα στο συγκεκριμενο καζινο κερδισα 30000. Εχω ζητησει αναληψη 500 εθρω απο τισ 18/06 δεν εχω λαβει τα χρηματα ακομα καθως οταν μιλαω με την ζωντανη συνομιλια υποστηριξης μου λενε οτι τα χρηματα μου ειναι ασφαλης και οτι η αναληψεις προχωρανε κανονικα. Το συγκεκριμενο καζινο εχει πολιτικη με οριο 500ευρω ημερησιως και μεχρι τρεις ενεργες αναληψεις δηλαδη καταλαβαινετε με τους ρυθμους τους ποσο καιρο θα κανω να παρω τα χρηματα μου.

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Dear dimitris777,

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

Thank you very much, I'm waiting for news from the casino and I'll send you back.

Ευχαριστώ πολύ περιμένω νέα από το καζίνο και σας ξαναστέλνω

Dear dimitris777,

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.

I have received the first two withdrawals of €500 and I am waiting for the rest.. the last time I received money was on 25/06 while the last withdrawal request I made was from 20/06 and I am still waiting for it.. help me get my money I have been waiting fifteen days for my withdrawal request while the terms say from 1-3 business days

Έχω λάβει τις δύο πρώτες αναλήψεις των 500€ και περιμένω για τις υπόλοιπες.. τελευταία φορά μου μπήκαν χρήματα στις 25/06 ενώ η τελευταία αίτηση ανάληψης που έχω κάνει είναι από τις 20/06 και την περιμένω ακόμα..βοηθήστε με να πάρω τα χρήματα μου περιμένω δέκα πέντε μέρες το αίτημα ανάληψης μου ενώ οι όροι λένε από 1-3 εργάσιμες μέρες

Dear dimitris777, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Dear dimitris777,

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.