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Good evening. Since 18/6 I have been making withdrawals every day and they keep canceling them without giving me any reason. The only thing they tell me 2 days straight is that they are looking into it and will let me know. Guru I would like your help

Καλησπέρα σας.απο 18/6 κανω ανάληψη καθημερινά και συνέχεια μου τις ακυρώνουν χωρις να μου πουνε κάποιο λόγο.το μονο που μου λένε 2 μέρες συνέχεια ειναι οτι το κοιτάζουν και θα ενημερώσουν. Guru θα ήθελα την βοήθεια σας

Dear isena,

Thank you for bringing your complaint to our attention. I apologize for the inconvenience you have experienced. To better assist you, I would appreciate it if you could answer a few questions. Have you previously made any successful withdrawals? Can you please confirm that you have completed the KYC verification process? Additionally, I would like to know if your winnings were accumulated with or without an active bonus.

Hopefully, we will help you resolve this issue as quickly as possible.

Thank you in advance for your response.

Best regards,

Kristina

Good evening and thank you for your help. It has been fully identified and I have made smaller withdrawals in the past. The profit came from my own money. I have not used any bonus. I made a withdrawal yesterday and it was canceled without any reason. The only answer is the relevant department will look at it again and again

Καλησπέρα σας και ευχαριστώ για την βοήθεια. Έχει γίνει πλήρης ταυτοποίηση και εχω κανει αναλήψεις στο παρελθόν μικρότερα ποσα. Το κέρδος ήρθε απο δικά μου χρήματα. Δεν εχω χρησιμοποιήσει κανένα bonus. Χτες έκανα παλι ανάληψη και μου την ακύρωσαν χωρίς κανένα λόγο. Η μόνη απάντηση ειναι θα το κοιτάξει το αρμόδιο τμήμα ξανα και ξανά

Thank you very much for your reply, isena. Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear isena,

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.

Thank you for your help. The casino paid me 5 days late of course and after I told them that I wrote about the casino here. Fortunately, however, all the money was paid.

Σας ευχαριστώ για την βοήθεια. Το καζίνο με πλήρωσε με καθυστέρηση βέβαια 5 ημερών και αφου τους είπα οτι έγραψα για το καζίνο εδώ. Ευτυχώς πάντως πληρώθηκαν όλα τα χρήματα.

Dear isena,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru