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Good evening, I have made 3 withdrawals (2100 euros) on 9/11,10/11 and 11/11 respectively and they are still being processed. I contact support but the same thing continues that due to the load I ask them if they need account verification they say no. The 10th business day has arrived and still nothing. I have a balance of around 11,000 and I am still waiting because on top of everything else they downgraded me from level 3 to level 1 VIP

Καλησπέρα έχω κάνει 3 αναλήψεις (2100 ευρώ) στις 9/11,10/11 και 11/11 αντίστοιχα και ακόμα είναι σε επεξεργασία. Επικοινωνώ με το support αλλά το ίδιο συνέχεια ότι λόγω φόρτου τους ρωτάω μήπως χρειάζεται επαλήθευση λογαριασμού μου λένε όχι. Εχει φτάσει η 10η εργάσιμη και ακόμα τίποτα. Εχω μέσα υπόλοιπο γύρω στις 11.000 ακόμα και περιμένω γιατί πέρα από όλα τα άλλα με υποβάθμισαν από επίπεδο 3 σε επίπεδο 1 VIP

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Dear Michelangelo,

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

Because I have asked them many times I don't think it is a KYC issue because they tell me it is not necessary.

Επειδή τους έχω ρωτήσει πολλές φορές δεν νομίζω ότι είναι θέμα KYC γιατί μου απαντάνε πως δεν χρειάζεται

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

Dear Michelangelo,

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,

Attila