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I have made a withdrawal since 19/6 at this particular casino, one withdrawal of €720 and another of €160. While they asked me for 100 pieces of identification and I sent them all, they are not completing the withdrawals and keep saying the same thing that there is a large volume. Can you help?

Έχω κάνει ανάληψη από 19/6 στο συγκεκριμένο καζίνο μια ανάληψη 720€ και άλλη μια 160€.Ενώ μου ζήτησαν 100 χαρτιά για ταυτοποίηση και τα έστειλα όλα δεν ολοκληρώνουν τις αναλήψεις και λένε συνεχώς τα ίδια ότι υπάρχει μεγάλος όγκος .Μπορειτε να βοηθήσετε ;

Dear DIM77,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The account is fully identified. So what do you advise me to do?

Ο λογαριασμός είναι πλήρως ταυτοποιημενος.Αρα τι με συμβουλεύετε να κάνω ;

They canceled my withdrawal from 6/19 asking me to upload another file, a selfie showing my ID and face.

Μου ακύρωσαν την ανάληψη από τις 19/6 ζητώντας μου να ανεβάσω κι άλλο αρχείο μια selfie που να φαίνονται η ταυτότητα και το πρόσωπο

How can I file a complaint?

Πως μπορώ να κάνω καταγγελία ;

You have already filed a complaint. This is a complaint thread.

Have you sent your selfie to the casino as requested? Have you made sure that the photograph is of good quality, your face is fully visible and all the text on your ID is easily readable?

Yes, I sent it. They told me it was identified and I made a withdrawal request again, which counts from the beginning.

Ναι την έστειλα.Μου είπαν ότι ταυτοποιήθηκε και ξανά έκανα αίτημα ανάληψης το οποίο μετράει από την αρχή

I have made a withdrawal of €480 so as not to exceed the daily limit of €600 they have set since Tuesday and I expect it to be completed tomorrow. I hope they don't cancel it again.

Έχω κάνει μια ανάληψη 480€ για να μην ξεπεράσω το ημερήσιο όριο που έχουν βάλει 600€ από την Τρίτη και περιμένω να ολοκληρωθεί λογικά αύριο.Ελπιζω να μην την ακυρώσουν πάλι

Can you help? I think they're going to eat my money, guys. While I'm waiting for a €480 withdrawal that I've made and I only have €400 in it to be completed, suddenly I get a message on my phone that I can't access the website due to my country... the withdrawal is still pending as I logged in from another device so they wouldn't lock it out so I could withdraw the €400 I had in it. Something's wrong here, guys, do you want to help?

Μπορείτε να βοηθήσετε;Νομίζω ότι πάνε να μου φάνε τα λεφτά παιδιά.Ενω περιμένω να ολοκληρωθεί η μια ανάληψη 480€ που έχω κάνει και έχω αλλά 400€ μέσα ξαφνικά μου βγάζει μήνυμα στο κινητό ότι δεν μπορώ να μπω στην ιστοσελίδα λόγω χώρας….η ανάληψη εκκρεμεί ακόμα καθώς μπήκα από άλλη συσκευή για να μην μου κλειδώσουν και αυτή για να τραβήξω και τα 400€ που είχα μέσα .Κατι δεν πάει καλά εδώ παιδιά θέλετε να βοηθήσετε ;

Am I correct in understanding that your account has been fully verified and you are now waiting for the withdrawal of €480?

Could you please confirm the exact date when you submitted this withdrawal request and what its current status is?

Regarding the error you receive when trying to access the casino website:

• Could you please send me a screenshot of the error message you see?
• Have you contacted the casino’s customer support via email about this issue?
• Have you tried accessing the casino from a different device or browser, and have you cleared your cookies, cache, and browser history?

Please note that the website might be temporarily unavailable or blocked by your internet provider. This does not necessarily mean that your casino account has been blocked.

Thank you in advance for your reply.

The access problem has been fixed. I am making a withdrawal or something that has been made since 24/6 and they keep informing me that due to volume there is a delay... I also made another withdrawal on Friday 27/6 of the remaining 400€ that I had in it... In general, a lot of delay in everything, I don't know where this will go.

Το πρόβλημα της πρόσβασης έχει διορθωθεί.Περινενω ανάληψη ή ποια έχει γίνει από 24/6 και συνέχεια με ενημερώνουν ότι λόγω όγκου υπάρχει καθυστέρηση …Επίσης έκανα άλλη μια ανάληψη την παρασκευή 27/6 τα υπόλοιπα 400€ που είχα μέσα …Γενικά πολύ καθυστέρηση σε όλα δεν ξέρω που θα βγει αυτό

Thank you for letting me know. I'm glad to hear that you are able to access your account again. Please note that usually, we recommend players wait up to 14 days for their withdrawal requests to be processed and paid out. This delay may be caused by various factors, such as a high volume of withdrawal requests, verification checks or gameplay checks, or issues with the payment provider. If you do not receive your winnings by July 8, please let me know and we will continue with the investigation. Thank you for your patience and cooperation.

I received the first withdrawal of €480 and now I am waiting for the second of €400, thank you.

Παρέλαβα την πρώτη ανάληψη 480€ και τώρα περιμένω την δεύτερη των 400€ ευχαριστώ.

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

Dear DIM77,

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,

Veronika