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I had 600 euros in my account from slots winnings and I wanted to make a withdrawal and I got rejected all the time and I have identified accepted by the Casino and in addition I sent proof of deposits (as requested) and again I got rejected

I have made many deposits at this Casino and I find the way you are treating this Casino unacceptable

Ειχα 600 ευρώ στον λογαριασμό μου από κερδοι slots και ηθελα να κάνω ανάληψη και δεχόμουνα απορρίψεις συνεχος και έχω ταυτοποιήσει αποδεκτή από το Casino και εκτός αυτού έστελνα αποδεικτικό καταθέσεις (όπως μου ζητήθηκε ) και πάλι δεχόμουνα απορρίψει

έχω κανει πολλές καταθέσεις στο συγκεκριμένο Casino και θεωρώ απαράδεκτο τον τρόπο που με τον όποιο συμπεριφερετε το συγκεκριμένο Casino

Dear Konstantinos3191, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the situation completely. Have you accumulated your winnings with or without an active bonus? Have you made any successful withdrawals before? Do I understand correctly that you have passed the KYC verification? 

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, 

Veronika 

Good evening dear Veronica

Earnings were collected without the use of bonuses.

and in the past I tried to withdraw but it was rejected by the particular Casino while I was sending a screenshot of the deposits I made.

and yes you got it right i have passed the KYC verify

Καλησπέρα αγαπητή Veronica

Τα κερδη συγκεντρώθηκαν χωρίς την χρήση μπόνους.

και στο παρελθόν προσπάθησα να κάνω ανάληψη αλλά έγινε απορρίψει από το συγκεκριμένο Casino ενώ έστελναschreenshoot τις καταθέσεις που έκανα.

και ναι καταλάβατε σωστά έχω περάσει την επαληθεύσει KYC

Thank you for your answer. Has the casino explained to you why your withdrawal requests have been rejected repeatedly? If you have any relevant communication, please forward it to veronika.l@casino.guru. Alternatively, you can post it here.

Hi sorry I want to correct something it was the first time I made a withdrawal at this particular casino but it was not accepted for the reasons I mentioned

and yes he was explaining the reasons to me

they asked for proof of the last deposits in schreenshoot and I did it several times and it was not accepted

Ζήτω συγνώμη θέλω να διορθώσω κάτι ήταν η πρώτη φορά που έκανα ανάληψη στο συγκεκριμένο casino αλλά δεν γινόταν αποδεκτή για τους λόγους που σας ανέφερα

και ναι μου εξηγούσε τους λόγους

ζητουσαν αποδεικτικό τις τελευταίας καταθέσεις σε schreenshoot και το έκανα πολλές φορές και δεν έγινε αποδεκτό

Yes mind explained the reasons for rejecting the ascension

and one that they told me to send the last deposit i.e. proof and I did it many times and it was not accepted

Ναι νου εξηγούσε τους λόγους για την απορρίψει της ανάληψης

και ενα αυτό που έλεγαν να στείλω την τελευταία κατάθεση δηλαδή αποδεικτικό και το έκανα πολλές φορές και δεν έγινε αποδεκτό

Regarding the account verification, the casino states in its Terms and Conditions (section 15. KYC AND VERIFICATION) that:

2. List of required documents in order for players to pass verification process:

• Photo of an identity document
• Photo or screenshot of the payment system
• Photo or screenshot of a document confirming the current address of residence (not older than 3 months)

Do I understand correctly that you sent all these documents and only the evidence of the payment system was rejected? In the Terms and Conditions, there are further criteria the documents have to meet so that they would be accepted by the casino:

9. Document verification criteria:

• Photo of an identity document: all data (name, date of birth, citizenship) completely coincide with the data in Player’s details, the document is valid, with a photograph.
• As a rule, a passport, ID, driver’s license is suitable for identification.
• Photo or screenshot of the payment system: all data completely coincides with the data in Payment systems debts. Scanned copies are not accepted as confirmation

Does your proof of the last deposit contain all the information the casino needs for a successful verification? Have you provided the document in the correct format? I'd kindly like to ask you one more time to send me the relevant communication between you and the casino about the problematic verification documents to veronika.l@casino.guru. Thank you in advance.

the records of the last deposits contain expensive what they ask for

τα εγγραφα τις τελευταίας καταθέσεις περιέχει ακριβός αυτό που ζητάνε

Thank you for your response. Was your proof of deposit accepted this time? If not, I believe the casino explained to you what information was missing.

I would also like to remind you that I have not yet received any communication between you and the casino. Could you please forward it to veronika.l@casino.guru?

Dear Konstantinos3191,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.