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I have requested several times withdrawals provided all documents asked refusing to pay out with the excuse that always something wrong. I provided Id , bank statements, cards , proof of address all shows my name on it

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Dear Foteini83,

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

They refusing my documents repeatedly with the excuse that something missing or something is wrong. Now saying that they verified all my documents and asking again selfie with ID next to my face which I already provided! This is being going on since the 13/10 !

Dear Foteini83,

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.

Hi not yet ! Asking me same documents over and over again now asked me to passport again next to my face . I have done that waiting and see if they will verify my account. Always find something wrong as an excuse not to proceed my withdrawal my documents are perfectly clear. That’s the id I provided

Dear Foteini83,

Could you please share your communication with the casino regarding the ongoing verification process? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here. I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hi

they have replied to me that I have violated the bonus . I don’t think is fair as with other casinos you won’t be able to bet if you exceed the bet limit when bonus applies. Also they wiped out all my winnings which I don’t find it fair instead of wiped some out

Dear Foteini83, thank you for providing the information. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you placed bets exceeding the maximum bet rule during the bonus wagering?
• Were all of your winnings bonus related, or do you still have funds in your account which you wish to withdraw?
• If so, could you please clarify how much do you currently need to withdraw in total?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Yes my bets exceeded but they wiped out all my winnings which. Left me with the amount I originally deposited which was £400 I requested a withdrawal on the 28/10 they told me it takes up to 3 days still waiting to get my deposit back . Customer service are awful I believe they are AI people as they are all saying the same things .

no my winnings was £2100 which they wiped out! £400 was the money I deposited and I requested a withdrawal as I mentioned above. I would like to get my winnings back as well . The amount I requested now is the amount I originally deposited which is £400

Also they asked me to send lots of documents over quite a few times. Why would they ask me for all these documents when they knew that they were not going to give me my winnings? Also they never told me from the beginning that I was not going to receive this winnings so basically they gave me false information. And when I was placing the bets it never once came up that I was exceeding the bet amount allowed not once never so I didn’t know this which I find very unfair because it wasn’t explained to me during the game play. I feel like they should of been fair and gave me at least half of what I won not wipe them all out as this is the first time this has happened so surely they should be fair with me.

Dear Foteini83, thank you for your reply, I am very sorry about your experience. Unfortunately we are unable to help you with recovering your bonus winnings. As per term 11.7. "The maximum allowed bet amount when an active bonus is being wagered is 5 EUR, 5 CHF, 5 USD, 8 CAD, 20 PLN, 35 DKK, 2000 HUF, 125 CZK, 10 BGN, 55 NOK, 10 NZD, 9 AUD, 700 BDT, or the equivalent in any other accepted currency. Placing bets that exceed this limit during the bonus wagering period is considered a breach of these Terms and may lead to the cancellation of the bonus and any winnings derived from it." https://unlimluck5gpav.com/legal/tos

However, I will keep this complaint open until you confirm receipt of your original deposit amount. Please don't hesitate to let me know if you need any further assistance.

Best regards,

Attila G.

Dear Foteini83,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru