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Good evening, I have made two withdrawal requests of 500€ each, one on May 20 and the other on May 22 at this specific casino. I am continually communicating with them and they keep telling me that there is a delay and I shouldn't worry, but nothing changes.. Meanwhile, they haven't asked for any verification documents. What can I do to get my money? Is it possible they are fooling me like this?

Καλησπέρα,έχω κάνει δύο αιτήσεις για ανάληψη των 500€ η κάθε μία,μια στις 20 Μαϊου και μια στις 22 Μαϊου στο συγκεκριμένο καζίνο,συνομιλώ συνέχεια μαζί τους όπου μου λένε πως υπάρχει μια καθυστέρηση να μην ανησυχώ,χωρίς όμως να αλλάζει τίποτα..στο μεταξύ δεν έχουν ζητήσει κανένα έγγραφο επαλήθευσης,τι μπορώ να κάνω ώστε να πάρω τα λεφτά μου;είναι δυνατόν να με κοροϊδεύουν έτσι;

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 you 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, 

Veronika

According to their policy at the moment they say that my account does not need verification as I have asked them several times, they just advise me to wait a little longer..

Σύμφωνα Με την πολιτική τους την συγκεκριμένη στιγμή αναφέρουν πως ο λογαριασμός μου δεν χρειάζεται επαλήθευση καθώς τους ρώτησα Παρα πολλές φορές,μου συνιστούν απλώς να περιμένω ακόμα λίγο..

My one pending withdrawal from May 20th was deposited, the other one from May 22nd even today (5th working day nothing) and I made two more of 200 and 300 euros that have not even been queued for processing.

Η μία ανάληψη μου που εκκρεμούσε από 20 Μαϊου κατατέθηκε,η άλλη από 22 μαϊου ακόμα και σήμερα (5η εργάσιμη ημέρα τίποτα) και έκανα και άλλες δύο των 200 και 300 ευρώ που δεν έχουν μπει καν σε σειρά για επεξεργασία.

As I mentioned earlier, we recommend that players wait up to 14 days for their money to appear in their account. I'm glad to hear that you received the first portion of your winnings. Please keep me updated on when you receive the other three withdrawals. Thank you.

Good morning, one withdrawal, the second one was credited on the tenth day of waiting and I am waiting for two more of 300 and 200 euros, one is on the 8th day and the other on the 7th.. I will return with answers..

Καλημέρα η μία ανάληψη,η δεύτερη πιστώθηκε στην δέκατη ημέρα αναμονής και περιμένω άλλες δύο των 300 και 200 ευρώ,η μία είναι στην 8η ημέρα η άλλη στην 7η..θα επιστρέψω με απαντήσεις..

Thank you for your reply. Have you received your winnings yet? Please keep me informed.

Yes all normal and I have closed my account as they are causing stress!

Ναι όλα κανονικά και έκλεισα τον λογαριασμό μου καθώς προκαλούν άγχος!

Thank you for your reply. I understand your decision.

Is there anything else I can assist you with, or can we close this complaint? Please let me know.

We close the complaint as resolved!

Κλείνουμε την καταγγελία ως επιλυμενη!

Dear Karina1,

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,

Veronika

Casino.Guru