Atefia Casino - Игрок еще не получил свой выигрыш.

Good morning,

After identifying my account at the above casino, I requested a withdrawal on 26/8 9:43 €500 and then on 27/8 9:48 another €500 as there is a daily limit. There are a total of €2900 in my account. The time given by the casino is 3 business days. I contacted them on live chat and although they admitted the delay and said they would look into it, there is no progress. The withdrawals still appear to be being processed.

Καλημέρα σας,

Κατόπιν ταυτοποίησης του λογαριασμού μου στο παραπάνω καζίνο, αιτήθηκα ανάληψη στις 26/8 9:43 500€ και στη συνέχεια στις 27/8 9:48 άλλα 500€ καθώς υπάρχει ημερήσιο όριο. Στο λογαριασμό μου συνολικά υπάρχουν 2900€. Ο χρόνος που δίνει το καζίνο είναι 3 εργάσιμες. Επικοινώνησα μαζί τους στο live chat και παρόλο που παραδέχτηκαν την καθυστέρηση και είπαν πως θα το εξετάσουν δεν υπάρχει καμία εξέλιξη. Οι αναλήψεις φαίνονται ακόμα σε επεξεργασία.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear IasonasV,

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

Kyc is complete. Withdrawal is still being processed. Because they write 3 business days for completion hence the complaint.

Το Kyc έχει ολοκληρωθεί. Η ανάληψη είναι ακόμη υπό επεξεργασία. Επειδή γράφουν 3 εργάσιμες ημέρες για ολοκλήρωση εξού και το παράπονο.

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

Dear IasonasV,

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,

Jean