Atefia Casino - Pelaajan kotiutus viivästyy varmennuksen vuoksi.

Good evening,

I started playing at the casino on 04/07. I made a win and then made a withdrawal as no verification of my account was needed, as the casino itself wrote. On 09/07 my withdrawal was canceled and they asked for some documents for identification.. I sent them immediately, on 09/07, but I'm still waiting..no progress..it's 16/07 and there's no progress regarding verification..On the website they say 24 to 48 hours..120 have passed. What should I do? How do we proceed?

Sincerely,

Vasilis ****

Καλησπέρα,

Ξεκίνησα να παίζω στο καζίνο 04/07. Έκανα μια νίκη και ακολούθως ανάληψη καθώς δεν χρειαζόταν καμία επαλήθευση του λογαριασμού μου , όπως έγραφε το ίδιο το καζίνο. Στις 09/07 ακυρώθηκε η ανάληψη μου και ζήτησαν κάποια έγγραφα ώστε να γίνει ταυτοποίηση.. Τα έστειλα αμέσως , στις 09/07, αλλά ακόμη περιμένω ..καμια πρόοδο ..έχουμε 16/07 και δεν υπάρχει καμία εξέλιξη όσον αφορά την επαλήθευση..Στον ιστότοπο γράφουν 24 έως 48 ώρες..Έχουν περάσει 120. Τι να κάνω; Πώς προχωράμε;

Με εκτίμηση

Βασίλης ****

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear VasilisV,

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 understand the whole situation completely.

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

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

Best regards,

Tomas

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear VasilisV,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas