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I requested a withdrawal, and they asked for some personal information to proceed.

I sent everything to them, and suddenly, after two days, they told me I had modified the file I sent from the official site of one of the largest communication companies in Greece.

I explained that I hadn't done anything; I sent it exactly as I downloaded it from the site, but they didn't accept it.

I sent another document, and they didn't accept it either. I even sent it from Revolut (which is where I initially deposited from), but they still rejected it.

They only wanted it from my country's bank, so I sent a file (at the risk of anything imaginable happening), but they refused it because my street address wasn't mentioned anywhere.

The extreme part is that I have literally registered with 50 companies in my life, always sending the same details and documents, and never has any company told me I've modified a file. I have no other solution, so I came here, hoping you might be able to help me.

Έχω ζητήσει ανάληψη και μου ζητησανε κάποια προσωπικά στοιχεία για να προχωρήσουμε.

Τους τα εχω στείλει όλα και ξαφνικά μετά από δύο μέρες μου λένε ότι έχω τροποποιήσει το αρχείο που τους έστειλα από επίσημο σαιτ μιας απτις μεγαλύτερες εταιρίες επικοινωνίας στην Ελλάδα.

Τους εξήγησα ότι δεν έκανα κάτι, όπως το κατέβασα απτο σαιτ έτσι και το έστειλα, δεν το δέχθηκαν.

Έστειλα άλλο μήνα δεν το δέχθηκαν, έστειλα από ρεβολουτ (που έκανα κιόλας την κατάθεση) δεν το δέχθηκαν.

Θέλανε μόνο από τράπεζα της χώρας μου,έστειλα αρχείο(με κίνδυνο να προκύψει ότι μπορεί να φανταστεί κάποιος)το αρνήθηκαν επειδή δεν αναφέρεται κάπου η οδός μου.

Το ακραίο είναι ότι έχω γραφτεί στη ζωή μου κυριολεκτικά σε 50 εταιρίες, πάντα στέλνω τα ίδια στοιχεία και αρχεία και πότε μα ποτέ δεν μου έχει πει κάποια εταιρεία ότι τροποποιήσα κάποιο αρχείο. Δεν έχω άλλη λυση γιαυτό ηρθα εδω ,μήπως μπορείτε να με βοηθήσετε.

Dear Mpoutzouki,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’re facing with your withdrawal and document verification. To better understand your case and assist you more effectively, could you please clarify the following?

Verification and Communication:

• Could you specify the exact documents you submitted to the casino for verification (e.g., utility bills, bank statements)?
• Did the casino provide any specific reason for rejecting the documents, other than the claim that they were modified?
• Could you forward the rejection emails or any relevant correspondence with the casino to petronela.k@casino.guru?

Deposits and Withdrawal Details:

• You mentioned that you deposited through Revolut. Did you also attempt to withdraw using Revolut, or was the casino unable to process withdrawals through that method?
• Could you provide details of the withdrawal amount and when you first requested it?

Supporting Documents:

• Have you previously verified your identity with the casino using any other documents that were accepted?
• Do you have any proof of the original unaltered documents that you submitted?

Your cooperation is crucial for us to proceed with your case. We need clear information and evidence to mediate effectively with the casino. Without your input, it will be challenging to move forward.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear Mpoutzouki,

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 regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.