Aphrodite Casino - Player’s withdrawal request is delayed.

I requested a withdrawal on 11/14 and until 11/27 they didn't even bother to check the withdrawal. I spoke to customer service every day and they assured me that they would expedite the matter. But nothing.

On 11/27 I canceled the withdrawal and requested a withdrawal again in case it got stuck somewhere. Same thing again and the same classic responses from customer service.

Large volume of withdrawals and the issue will be resolved immediately.

Today is 2/12 and nothing.

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I would recommend that you don't cancel withdrawal requests, since requests get processed in order of submission.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Ggggkhh,

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.

A classic case of what they did to everyone else.

It didn't say anywhere that I shouldn't play that particular game. In serious casinos they don't even let you enter the games that aren't allowed because of bonuses.

As for the bet, that doesn't apply either, as I went to bet more than 2 euros and it wouldn't let me, saying that because it's from a bonus, it doesn't allow me to do so.

Let the doctors eat their crap....all.

I waited almost a month for an answer and I knew they would figure something out.

So stay away from them.

Thanks for the update.

Our position regarding the maximum bet rule breach is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru

You should be able to request the game history from the casino's support in Excel format and send it to me for review. If, for some reason, the casino won't be willing to provide you with your game history, save this communication and send it to me instead.

Looking forward to your reply.

Dear Ggggkhh,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru