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Good morning, yesterday I became a new player with this company. I requested two withdrawals, one for 500 euros and one for 300 euros. However, I read many complaints that the amounts were never paid out. Should I be worried, or should I wait? My account has not requested identification yet.

Καλημέρα,χθες έγινα καινούρια παίκτρια στην συγκεκριμένη εταιρία,ζήτησα δύο αναλήψεις μια των 500 και μια των 300 ευρώ..διαβάζω όμως πολλά παράπονα ότι δεν καταβλήθηκαν ποτέ τα ποσά..να Ανησυχώ;;;η να περιμένω;ταυτοποίηση ακόμα δεν ζητάει στον λογαριασμό μου..

Dear Karina1,

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,

Petronela

Today is the third business day and they keep telling me that there is a delay and sorry and that they will send a reminder.. still my account doesn't seem to need verification!! What can I do?

Σήμερα η τρίτη εργάσιμη ημέρα και συνέχεια μου γραφουνε ότι υπάρχει καθυστέρηση και συγνώμη και πως θα στειλουνε υπενθύμιση..ακόμα ωστόσο ο λογαριασμός μου φαίνεται πως δεν χρειάζεται επαλήθευση!! Τι μπορώ να κάνω;

The situation at this particular casino is tragic, they assure me every day that initially my account does not need confirmation and then that I will receive my withdrawals immediately, which of course is not happening.. what can I do???

Η κατάσταση στο συγκεκριμένο καζίνο είναι τραγική,με διαβεβαιώνουν κάθε μέρα πως αρχικά ο λογαριασμός μου δεν θέλει επιβεβαίωση και έπειτα πως θα λάβω άμεσα τις αναλήψεις μου,πράμα που εννοείται δεν συμβαίνει..τι μπορώ να κάνω;;;

I fully understand your frustration, Karina1. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear Karina1,

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.

My deposits were all credited after thirteen days..I went back to write but couldn't!!

Thanks for the help..I closed my account because I didn't feel comfortable there!

Οι καταθέσεις μου πιστώθηκαν όλες μετά από δεκατρείς ημέρες..επέστρεψα να γράψω αλλά δεν μπορούσα!!

Ευχαριστώ για την βοήθεια..έκλεισα τον λογαριασμό μου γιατί δεν ένιωθα άνετα εκεί!

Dear Karina1,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru