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Good evening, I requested a withdrawal on the 21/4 and as of today, the 25th of the month, it has not been processed. I have not received any updates on whether there's an issue with my withdrawal. The winnings did not come from a bonus or anything like that, I made a deposit, played, and won. This is the first time I am making a withdrawal and the amount is 364.80€. I have not been asked for any document for verification. In communications via chat, one representative told me it's on hold and will be processed immediately, another representative told me it has passed the check, another told me it is being delayed due to a workload, but I did not get a clear answer on when my withdrawal will be processed. As it's my first time withdrawing at this particular casino, I've not received an informative email and I am concerned about the legitimacy of the site.

Καλησπερα έχω κάνει αίτημα ανάληψης από 21/4 έχει διεκπεριωθεί μέχρι σήμερα 25 του μήνα δεν έχω λάβει κάποια ενημέρωση αν υπάρχει κάποιο πρόβλημα με την ανάληψή μου τα κέρδη δεν προήλθαν από μπόνους ή οτιδήποτε άλλο έκανα κατάθεση έπαιξα και τα κέρδισα είναι η πρώτη φορά που κάνω ανάληψη το ποσό είναι 364,80€δεν έχω καμία ενημέρωση δεν μου έχει ζητηθεί κανένα έγγραφο για ταυτοποίηση στην επικοινωνία μέσω chat ο ένας εκπρόσωπος μου είπε ότι είναι σε αναμονή και θα διεκπληρωθεί άμεσα ο άλλος εκπρόσωπος μου είπε ότι έχει περάσει τον έλεγχο ο άλλος εκπρόσωπος μου είπε ότι λόγω φόρτου εργασίας στα καθυστερήσει αλλά δεν είχα διευκρινιστική απάντηση για πότε θα διεκπεριωθεί η ανάληψή μου είναι η πρώτη φορά που κάνουν ανάληψη στο συγκεκριμένο καζίνο δεν έχω λάβει ένα ενημερωτικό email και φοβάμαι για το αν είναι έγκυρο site

Dear amariettou,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear amariettou,

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.