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They told me that i will have my withdrawal request process in three working days its been 5 days until now from the first withdrawal request of 500 euro (their limit)and nothing yet they say to me all the time to be patient and sorry for the delay they just have to many requests...i feel sick of them i wont let them go just like that i will do what ever i can now its the first step...

Dear Psomojohn,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

The problem is that I ask them to verify and they tell me no, we don't want it, we don't need it, which seems strange to me. Also, if it takes a few days or weeks like you say for a withdrawal of five hundred, that means that even if they put the money in my account that I don't see, I will get it all in a year... Meanwhile, in the chat it's like you're talking to a robot and not to people.. they give exactly the same answers.

Το πρόβλημα είναι ότι τους ζητάω να κάνω επαλήθευση και μου λένε όχι δεν θέλουμε δεν χρειάζεται ,γεγονός που μου φαίνεται περίεργο επίσης αν είναι να πάρει μερικές μέρες η εβδομάδες όπως λέτε για μια ανάληψη των πεντακοσίων αυτό σημαίνει ότι και τα χρήματα να μου βάλουν που δεν το βλέπω θα τα πάρω σ ένα χρόνο όλα.... Εν τω μεταξύ στο τσατ είναι λες και μιλάς με ρομπότ και όχι με ανθρώπους.. δίνουν ακριβώς τις ίδιες απαντήσεις

They don't allow me to verify my account, do you understand???? it's a scam, they're not going to give me my money in 14 days or 14 years.....from the incidents I've seen, they don't even cooperate with you, I don't know what else needs to be done to cut them off

Δεν μου επιτρέπουν να επαληθευσω τον λογαριασμό μου το καταλαβαίνετε???? είναι σκαμ δεν πρόκειται να μου δώσουν τα χρήματα μου ούτε σε 14 μέρες ούτε σε 14 χρόνια .....απο περιστατικα που είδα ούτε Μ εσάς συνεργάζονται δεν ξέρω τι άλλο πρέπει να γίνει για να τους κόψουν

Thank you for your reply, Psomojohn. Again, I would like to emphasize that we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

The money from the first withdrawal request came in today, thank you very much, but the casino seems to have responded, there are still five more pending withdrawals, so we'll see, thank you very much.

Τα χρήματα απο την πρώτη αίτηση ανάληψης μπήκαν σήμερα σας ευχαριστώ πολύ αλλά το καζίνο φαίνεται να ανταποκρίθηκε μένουν άλλες πέντε εκκρεμείς αναλήψεις οπότε βλέπουμε ευχαριστώ πολύ

I am happy to hear that at least one was finally processed! I will keep this complaint open until you confirm that the last withdrawal was successful. Please keep me updated.

Yes, they gave me €2000, now I'm waiting again for them to approve my withdrawal, eight days have passed, they're missing, the remaining €1100 is still in my account...the guys don't play around, they're in their own world, what did I get with their good side, what did I get with their bad side, they don't feel like putting it in whenever they feel like it... seven days from the request and still nothing, seven business days

Ναι Μ βαλανε 2000€ τώρα περιμένω πάλι να Μ εγκρίνουν την ανάληψη έχουν περάσει οχτώ μέρες είναι άφαντοι τα υπόλοιπα 1100 είναι ακόμα στον λογαριασμό μου...οι τύποι δεν παίζονται είναι στον κόσμο τους τι με το καλό τους πήρα τι με το άγριο δεν νιώθουν στα βάζουν όποτε γουστάρουν... εφτά μέρες απο το αίτημα κι ακόμα τίποτα εφτά εργάσιμες

Dear Psomojohn,

Has there been any news since your last message?

Dear Psomojohn,

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.

Everything went well, the casino turned out fine, it took five days but it's worth the money, thank you very much, have a happy holiday.

Όλα καλά πήγαν το καζίνο αποδείχτηκε μια χαρά αργεί πέντε μέρες αλλά στα βάζει τα χρήματα ευχαριστώ πολύ καλές γιορτές να έχετε

Dear Psomojohn,

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 https://www.trustpilot.com/evaluate/casino.guru. 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, 

Kristina

Casino.Guru