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I did a withdrawal of 850 euros on 21/04/24 and still the money is not yet deposited in my account. I have made contact with their live support and got the same answer that the finance department is processing my withdrawal. Also I sent them email and got the same answer that they will investigate it. Still after 7 working days the money is not deposited in my account and I get the same answer over and over again at live support that they are sorry for the delay and the finance department is processing my withdrawal. Thank you for your help anyway.

Dear papoutsis312,

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,

Kristina

Thank you very much for your reply, I will get back to you if my problem is not resolved

Ευχαριστώ πολύ για την απάντησή σας, θα επικοινωνήσω εκ νέου μαζί σας εάν δεν επιλυθει το πρόβλημα μου

Dear papoutsis312,

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.

The money was deposited into my account, problem solved

Τα λεφτά κατατεθηκαν στο λογαριασμό μου, το πρόβλημα επιλυθηκε

Dear papoutsis312,

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