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I am having a serious problem with this casino. I have deposited over 10,000 euros in three weeks I can't withdraw with my mastercard they returned it because they have a technical problem they are doing the identification for Sepa Withdrawal and again yesterday they sent me an e-mail that the withdrawal failed I can't withdraw my money please help me because I with them have no idea that this particular casino is worse in Aslipsi.

Αντιμετωπίζω σοβαρό πρόβλημα από το συγκεκριμένο καζίνο. Έχω καταθέσει πάνω από 10.000 ευρώ μέσα σε τρεις εβδομάδες δεν μπορώ να κάνω ανάληψη με τη mastercard μου τα γυρίσανε πίσω γιατί έχουνε λέει τεχνικό πρόβλημα αυτοί κάνουμε την ταυτοποίηση για Ανάληψη sepa και πάλι μου στείλανε χθες e-mail ότι απέτυχε η ανάληψη δεν μπορώ να σηκώσω τα χρήματα μου σας παρακαλώ βοηθήστε με γιατί εγώ μαζί τους δεν βγάζω καμία άκρη ότι χειρότερο το συγκεκριμένο καζίνο σε θέμα Ανάληψη.

Dear Maria250986,

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,
Complaints Resolution Center

You didn't understand I have been trying to withdraw since the 20th of August. After they were happy to announce that it is now authenticated and I can withdraw via sepa for some reason they keep telling me withdrawal failed so you understand I can't get my money please contact them why not i can withdraw my money

Δεν καταλάβατε προσπαθώ να κάνω ανάληψη από τις 20 και Αυγούστου. Αφού ήταν στην ευχάριστη θέση να ανακοινώσουμε ότι τώρα πλέον έχει γίνει ταυτοποίηση και μπορώ να κάνω ανάληψη μέσω σεπα για κάποιο λόγο μου λένε και πάλι ότι ανάληψης απέτυχε οπότε καταλαβαίνετε ότι δεν μπορώ να πάρω τα χρήματά μου σας παρακαλώ πολύ επικοινωνήστε μαζί τους για ποιο λόγο δεν μπορώ να σηκώσω τα χρήματα μου

This is the third time I have received the email message Upload failed. I honestly can't get my money back. Please help me, I can't figure it out.

Έχω λάβει για τρίτη φορά το μήνυμα σε email η Ανάληψη απέτυχε. Ειλικρινά δεν μπορώ να πάρω τα χρήματά μου. Σας παρακαλώ πολύ επέμβετε δεν μπορώ να βγάλω άκρη.

Thank you for your reply, Maria250986. Have you made any successful withdrawals before? Have you tried using an alternative withdrawal method (if there are any available)?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

Dear Maria250986,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.