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I can't identify my mobile number because they don't send me a verification code as many times as I've requested it, they also don't have a representative to express my complaint to and a robot always answers with automated responses..I believe it's done on purpose so that I can get into the process of losing my winnings, it's a shame and it's a very nice platform with a wide variety of games but not reliable as it has proven so far..

Δεν μπορώ να ταυτοποίηση τον αριθμό κινητού μου γιατί δεν μου στέλνουν κωδικό επαλήθευσης όσες φορές το έχω αιτηθει,επίσης δεν έχει εκπρόσωπο να εκφράσω το παράπονο μου και απαντάει πάντα ένα ρομπότ με αυτοματοποιημένες απαντήσεις..πιστεύω ότι γίνεται επίτηδες ώστε να μπω στη διαδικασία να χάσω τα κέρδη,κρίμα και είναι πολύ ωραία πλατφόρμα με μεγάλη ποικιλία παιχνιδιών αλλα μη αξιόπιστη όπως έχει αποδειχθεί μέχρι στιγμής..

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Dear Champion1981,

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 Champion1981,

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 Champion1981,

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.

New withdrawal, after 3 days it is still pending and they are not responding to my emails, while they have said that it takes 48 hours and there is no chat to communicate, only a robot with repeated, automated responses. I regret every time I have to deal with this bad casino that is the worst in customer service.. The account is completely identified, so it is purely a matter of withdrawal management. They delay intentionally with the aim of both canceling the withdrawals and losing my winnings.. The right casinos go with the customer's wishes and not theirs.. I will say it again, stay away from this casino !!!!!!

Καινούρια ανάληψη,μετά από 3 ημέρες είναι ακόμα σε εκκρεμότητα και δεν απαντάνε στα μέιλ μου,ενώ έχουν πει ότι χρειάζονται 48 ώρες και δεν υπάρχει και τσατ να συνεννοηθώ ,μόνο ένα ρομπότ με επαναλαμβανόμενες,αυτοματοποιημένες απαντήσεις.Μετανιωνω κάθε φορά που χρειάζεται να ασχολούμαι με αυτό το κακό καζίνο που είναι το χειρότερο στην εξυπηρέτηση πελατών..Ο λογαριασμός είναι τελείως ταυτοποιημενος ,άρα είναι θέμα καθαρά της διαχείρισης αναλήψεων.Καθυστερουν εθελημενα με αμφότερο σκοπό να ακυρώσω τις αναλήψεις και να χάσω τα κέρδη μου..Τα σωστά καζίνο πάνε με τα θέλω του πελάτη και όχι τα δικά τους..Άλλη μια φορά θα πω,μακριά από αυτό το καζίνο !!!!!!

Dear Champion1981, 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 attach a screenshot of your pending withdrawals?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your reply.

Dear Champion1981,

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 Champion1981,

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