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Good evening,

I have made several withdrawal requests in the past but they were not approved and I lost the money playing again.

Now I have a pending request for 370 euros but there is no information about payment, and they also do not respond to emails.

I have read too many messages about payments that have not been processed for weeks, why do you have such a high rating at the casino when it doesn't do the simplest thing, pay on time?

Καλησπερα σας,

Εχω κάνει στο παρελθόν διαφορα αιτήματα ανάληψης αλλά δεν εγκρίθηκαν και έχασα τα χρηματα παίζοντας εκ νέου.

Τώρα έχω ενα αίτημα σε εκκρεμότητα 370 ευρω αλλά δεν υπάρχει καμία ενημέρωση για πληρωμη, επίσης στα mail δεν απαντάνε.

Έχω διαβάσει πάρα πολλά μηνύματά για πληρωμες που δεν έχουν εκτελεστεί για εβδομάδες, για πιο λόγο έχετε τόσο υψηλή βαθμολογία στο καζίνο αφού δεν κάνει το πιο απλό, να πληρώνει την ώρα που πρεπει?

Dear Tserven21,

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


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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tserven21,

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,

Dominika