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I have been a customer of the casino for 2 years and have made many successful withdrawals until last week. I have made a lot of money in the last 1.5 months but I won a significant amount again and I already have 3 withdrawal requests since 14/3, the first one and I have other money in it. Please help and advise me to withdraw it as I keep hearing the same things even in emails.

Είμαι 2 χρόνια πελάτης του καζίνο και έχω κάνει πολλές επιτυχημένες αναλήψεις μέχρι και την προηγούμενη βδομάδα έχω βγάλει αρκετά χρήματα τον τελευταίο 1,5 μήνα αλλά κέρδισα ξανά σημαντικό ποσό και έχω ήδη 3 αιτήματα αναλήψεων από 14/3 το πρώτο και έχω και άλλα χρήματα μέσα παρακαλάω βοηθήστε και συμβουλέψτε να τα βγάλω καθώς ακούω συνέχεια τα ίδια πράγματα ακόμη και σε ιμειλ

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 Stavros,

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

Yes, I understand what you're saying, Alpine, and I've made over 40 withdrawals in the past 2 years, I've never had such a delay.

Ναι καταλαβαίνω τι λέτε αλπικά και χω κάνει πάνω από 40 αναλήψεις μέσα στα 2 χρόνια ποτέ δεν είχα τέτοια καθυστέρηση

Can you help please?

Μπορείτε να βοηθήσετε σας παρακαλώ;

Will you help Karla? I click on live support and I can't get in

Θα βοηθήσεις Karla? Πατάω πάνω στο live support και δεν μπορώ να μπω

To inform you, the first withdrawal on 14/3 is €500 and two more are expected on 15/3 and 22/3 with the same amount. And I have €5600 in my account.

Για να σας ενημερώσω η πρώτη ανάληψη 14/3 είναι 500€ και αναμένουν άλλες 2 15/3 και 22/3 με το ίδιο ποσό. Και μεσα στο λογαριασμό έχω 5600€

The 3 withdrawals have just been made.

Μόλις μπήκαν οι 3 αναλήψεις

Dear Stavros,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

As I told you above, I had 3 pending withdrawals, they were made after 13 days of waiting yesterday, I made another one and I'm waiting for the month to change for the rest, however I have other money.

Ότι σας είπα και παραπάνω είχα 3 εκκρεμείς αναλήψεις έγιναν μετά από 13 μέρες αναμονής χθες, έκανα άλλα μια και περιμένω να αλλάξει ο μήνας για τις υπόλοιπες πάντως έχω και άλλα χρήματα

Dear Stavros,

Thank you for the update, I’m glad to hear that the previous withdrawals have been processed.

To make sure we keep our records accurate, could you please confirm the total amount you have successfully received since submitting this complaint? This will help me adjust the case accordingly on our side.

Thank you in advance for your cooperation.

Karla

1500€

Dear Stavros,

Thank you for your update and confirmation.

To better understand the current situation, could you please provide a screenshot of your withdrawal history, specifically showing any pending withdrawals?

This will help us review the status more accurately and proceed with the case accordingly.

Thank you in advance for your cooperation.

Karla

Dear Stavros,

Thank you for your update.

To better understand your current situation, could you please clarify if you have submitted any additional withdrawal requests after the €1500 was processed? If yes, kindly specify how many withdrawals you have requested and the exact amounts.

Additionally, please upload screenshots of all your currently pending withdrawal requests, including the dates and amounts visible in your withdrawal history.

This will help us review your case more accurately and proceed accordingly.

Thank you in advance for your cooperation.

Karla

Everything is going well, unfortunately I canceled a withdrawal on my withdrawals and played again and won a lot of money. I hope they will be processed on time.

Όλα βαίνουν μια χαρά δυστυχώς έκανα ακύρωση ανάληψης στις αναληψεις μου και ξαναεπαιξα και κέρδισα αρκετά χρήματα εύχομαι να γίνουν όπως πρέπει στην ώρα τους

Dear Stavros,

Thank you for your updates.

I’m glad to see that the initial withdrawals in the total amount of €1500, which were the subject of this complaint, have been successfully processed. Based on your latest messages, it also appears that the casino continues to process your withdrawals on an ongoing basis.

As the issue raised in this complaint has been resolved, I will now proceed with closing the complaint.

Please note that if you experience any further delays with your withdrawals in the future, you are welcome to reopen this complaint at any time, and we will be happy to assist you again.

Thank you for your cooperation.

Best regards,

Karla

Casino Guru

We’ve reopened this complaint at the request of Stavros. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Stavros,

Thank you for your update.

To better understand your current situation and adjust the complaint amount accordingly, could you please clarify the following:

– How much have you already successfully withdrawn in total?

– What is the total amount of your current pending withdrawal requests?

– If possible, please also specify how many withdrawal requests are currently pending and their individual amounts.

This will help us accurately reflect the remaining amount in dispute and proceed with the case.

Thank you in advance for your cooperation.

Karla

I told you there are 3 pending withdrawals from April 15-16-17 and they are all €500. As for the withdrawals because I have deposited and withdrawn money I don't know exactly the profit. Please help I've been waiting for about 2 weeks

Σας είπα εκκρεμούν 3 αναλήψεις από 15-16-17 Απριλίου και όλες είναι των 500€. Όσο αναφορά τις αναλήψεις επειδή έχω βάλει και βγάλει λεφτά δεν ξέρω ακριβώς το κέρδος. Παρακαλώ βοηθήστε περιμένω κοντά 2 βδομαδες

Please answer I need it I've been waiting 11 working days and 15 days in total

Σας παρακαλώ απαντήστε το έχω ανάγκη περιμένω 11 εργάσιμες και 15 συνολικά μέρες

Dear Stavros,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thank you very much because I have enough money in it and I need it. I have another 7000€ in it.

Σας ευχαριστώ πολύ γιατί έχω αρκετά χρήματα μέσα και τα χρειάζομαι έχω άλλα 7000€ μέσα

Hello Stavros,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Frumzi Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Sit down, will the issue be resolved because I have never done the process before? Will someone from the casino connect? Or do you want information from me?

Καθίστε έτσι θα λυθεί το θέμα επειδή δεν έχω ξανακάνει την διαδικασία θα συνδεθεί κάποιος από το καζίνο; Ή θέλετε από μένα πληροφορίες;

Please explain to me why I'm waiting 16 days.

Σας παρακαλώ εξηγήστε μου γιατί περιμένω 16 μερες

Dear Stavros,

No action is required from you right now. I will reach out through this thread if any additional details are needed.

Do we know approximately when we will have an answer?

Ξέρουμε περίπου πότε θα έχουμε απάντηση;

Dear Stavros,

According to our standard procedure, the casino has up to 7 days to respond to our inquiries. An additional 7 days may be granted if necessary.

We kindly ask for your patience during this time. If there are any developments, we will inform you promptly.

Thank you for your understanding.

Okay, just to clarify that I'm waiting for withdrawals of the €1500 and €7000 that are in. Also, 1st question, what do they answer and what exactly, and 2nd, if they don't answer or answer with standard messages like it's been so long, what's going on?

Ωραία απλά να διευκρινίσω ότι περιμένω αναλήψεις των 1500€ και 7000€ που είναι μέσα. Επίσης 1η ερώτηση που απαντάνε και σε τι ακριβώς και 2η αν δεν απαντήσουν ή απαντήσουν με τυποποιημένα μηνύματα όπως τόσο καιρό τι γίνεται;

Dear Stavros,

We are writing to provide you with an update on the status of your outstanding withdrawal.

We have notified the relevant department regarding this matter. Please be assured that they are actively working to resolve the pending status of your funds.

We are monitoring the situation closely and will inform you immediately as soon as we receive further updates or confirmation of completion.

Thank you for your continued patience.

Best regards,

Frumzi Casino Team

We are writing to provide an update on the status of your withdrawal requests.

The requests submitted on April 15th, 16th, and 17thhave been successfully scheduled for processing on May 1st.

Please note that depending on your bank's specific processing times, it may take between 3 and 5 working days for the funds to appear in your account. This timeframe is counted from the date of processing, May 1st.

As all pending payments have now been scheduled, we consider this matter resolved. 

ΑΥΤΟ ΜΟΥ ΓΡΑΨΑΝΕ

Dear parties,

thank you both for updating us on the matter. Please let us know when any new developments arise.

The money came in and little by little I have already requested 2 withdrawals of €500 and there is still €6000 left.

Μπήκαν τα χρήματα και σιγά σιγά έχω ζητήσει ήδη 2 αναλήψεις των 500€ και παραμένουν αλλα 6000€ μέσα

Dear Stavros,

Thank you for your confirmation. I kindly ask that you please keep me informed as you receive the remaining funds.