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I had received 50 euros cashback 1X1 and made a deposit of 75. When I had 438 euros in my account after playing and after the 50 euros cashback that was 1X1 had been wagered several times, I tried to make a withdrawal. It gave me an indication that the cashback had not been wagered. On my page it said the wagering balance was zero. I contacted the help center and they told me that it was their technical problem. I waited and when I asked they told me about a technical problem. Then I contacted my vip manager via email and she apologized to me, telling me that in 1 to 2 days the money would be in my account. So far, a week has passed and nothing has happened, the vip manager has not answered me again. The last excuse they gave me was to clear the memory of my mobile phone. I told them that I was trying from two phones and a laptop, they hung up on me. Unfortunately, I can't do anything else and I'm contacting you. They don't want to pay me!

Ειχα παρει 50 ευρω cashback 1Χ1 και έκανα καταθεση 75. Οταν ειχα στον λογαριασμό μετά απο παιχνίδι 438 και αφου εχε τζιραρει αρκετες φορες τα 50 ευρώ cashback που ηταν 1Χ1 , προσπαθησα να κανω αναληψη. Μου έβγαλε ένδειξη οτι δεν ηταν τζιραρισμενο το cashback. Πανω στην σελιδα μου εγραφε υπολοιπο τζιραρισματος μηδεν. Επικοινωνησα με το κεντρο βοήθειας και μου ειπαν οτι ηταν δικό τους τεχνικό πρόβλημα. Περίμενα και οταν ρωτούσα μου ελεγαν για τεχνικό πρόβλημα. Ακολουθως επικοινωνησα με την vip manager μου μεσω email και μου απολογηθηκε λεγοντας μου οτι σε 1 με 2 μερες τα χρηματα θα βρίσκονται στον λογαριασμό μου . Μέχρι τωρα μια βδομάδα δεν εγινε τίποτα, η vip manager δεν μου απάντησε ξανά. Η τελευταία δικαιολογία που μου είπαν ηταν να καθαρίσω την μνήμη του κινητού μου. Τους ανάφερα οτι προσπαθώ απο δυο τηλεφωνα και ενα φορητό υπολογιστή, μου εκλεισαν την συνομιλία. Δυστυχώς δεν μπορώ να κάνω κάτι άλλο και επικοινωνώ μαζι σας. Δεν θέλουν να με πληρωσουν !

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Dear geo74,

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

My account is fully settled. It's not a matter of patience. It's a technical problem, it doesn't let me request a withdrawal. I tell them and I hear excuses. If they let me request my money, I wouldn't have a problem. But the withdrawal page was frozen. I had to wait. Since I can't request a withdrawal. They also cut off all contact with me. When they close your withdrawal page, how are you going to get money?

Ο λογαριασμός μου ειναι πληρως τακτοποιημενος. Δεν ειναι θεμα υπομονης. Ειναι τεχνικό το προβλημα δεν με αφήνει να ζητησω αναληψη. Τους το λεω και ακουω δικαιολογιες. Αν με άφηνε να ζητησω τα χρήματα μου δεν θα ειχα πρόβλημα. Ομως παγοποιηθηκε η σελιδα ανάληψης. Τη να περιμενα. Αφου δεν μπορω να ζητησω αναληψη. Επισης εκοψαν καθε επαφη μαζί μου. Οταν σου κλεινουν την σελιδα ανάληψης πως θα παρεις χρηματα ?

Dear geo74,

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.

Dear geo74,

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.

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

Dear geo74,

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,

Attila