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Dear Casino Guru team,

Good evening,

I am writing to you as I am once again facing a serious issue with withdrawing money from an online casino. Specifically, after a withdrawal of 370 euros, which was delayed for a whole month and finally made with a long delay, I submitted a new withdrawal request on 23/7 for 400 euros.

Unfortunately, while I have followed all the prescribed steps correctly, cancellations of my request have already begun without any explanation, which reinforces my doubts about the reliability of the casino in question.

Having now suffered repeated harassment, I would like to ask for your help again on how to proceed, as I believe my basic rights are being violated.

Thank you in advance for your time and help.

Αξιότιμη ομάδα του Casino Guru,

Καλησπέρα σας,

Απευθύνομαι σε εσάς καθώς αντιμετωπίζω ξανά σοβαρό ζήτημα με την ανάληψη χρημάτων από online καζίνο. Συγκεκριμένα, μετά από ανάληψη ύψους 370 ευρώ, η οποία καθυστερήθηκε για έναν ολόκληρο μήνα και τελικά πραγματοποιήθηκε με μεγάλη καθυστέρηση, υπέβαλα νέο αίτημα ανάληψης στις 23/7 ύψους 400 ευρώ.

Δυστυχώς, ενώ έχω τηρήσει όλα τα προβλεπόμενα βήματα σωστά, ήδη ξεκίνησαν ακυρώσεις του αιτήματός μου χωρίς καμία εξήγηση, γεγονός που ενισχύει τις αμφιβολίες μου σχετικά με την αξιοπιστία του εν λόγω καζίνο.

Έχοντας πλέον υποστεί επαναλαμβανόμενη ταλαιπωρία, θα ήθελα να ζητήσω ξανά την βοήθεια σας σχετικά με το πώς να κινηθώ, καθώς θεωρώ ότι παραβιάζονται βασικά δικαιώματα μου

Ευχαριστώ εκ των προτέρων για τον χρόνο και τη βοήθειά σας.

Dear player,

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 the 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

No verification has been requested, even though I had suggested doing so in the past so that there would be no issues like now where they find excuses to cancel the withdrawal.

They already canceled my withdrawal 5 times so I made a withdrawal request with the bank account card... they will logically cancel it again...

Δεν έχει ζητηθεί επαλήθευση ενώ τους είχα προτείνει και στο παρελθόν να κάνω για να μην υπάρχουν θέματα όπως τώρα που βρίσκουν δικαιολογίες για να ακυρώνουν την ανάληψη

μου ακύρωσαν ήδη την ανάληψη 5 φορές οπότε έκανα αίτημα ανάληψης με τη. Κάρτα του τραπεζικού λογαριασμού … πάλι θα την ακυρώσουν λογικά …

Dear player,

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.

The withdrawal was completed thank you for your time

Dear player,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru