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Good afternoon, I have 3 active withdrawals, one €250 from 4/5, one €100 from 6/5 and one €500 from 7/5. The reason I am complaining is because again the first one has been delayed and I consider it necessary to file a complaint because the rest will definitely be delayed. Today I asked them since 3 business days have passed why I did not receive my money and they told me again the same automated message that you owe a small delay and not to worry. It is not possible to send a message every time to receive our money.

καλησπερα σας έχω 3 αναλήψεις ενεργές μια 250€ από 4/5 μια 100€ από 6/5 και μια 500€ από 7/5. Ο λόγος που κάνω παράπονο είναι γιατί πάλι η πρώτη τουλάχιστον έχει καθυστερήσει και θεωρώ απαραίτητο να υποβάλλω παράπονο γιατί σίγουρα και οι υπόλοιπες θα καθυστερήσουν. Σήμερα τους ρώτησα εφόσον πέρασαν 3 εργάσιμες γιατί δεν έλαβα τα χρήματα μου και μου είπαν πάλι το ίδιο αυτοματοποιημένο μήνυμα ότι οφείλετε σε μικρή καθυστέρηση και να μην ανησυχώ. Δεν γίνεται κάθε φορά να στέλνουμε μήνυμα για να λαβουμε τα λεφτά μας.

Dear zwigz1996,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

They have never asked me for verification! It's just that this particular casino seems to operate this way in order to cancel withdrawals.

Δεν μου έχουν ζητήσει επαλήθευση ποτέ! Απλά το συγκεκριμένο καζίνο φαίνεται να λειτουργεί έτσι με σκοπό την ακύρωση ανάληψης κερδών.

The 2 payments of €250 and €100 have been made and the remaining payment of €500 is due on 7/5.

Έγιναν οι 2 πληρωμές 250€ και 100€ και μένει η πληρωμή των 500€ από 7/5

Dear zwigz1996, thank you for the information provided. Kindly keep us updated on any further developments.

Good evening my dears, I finally got paid today and the last withdrawal. Is everything okay? Thank you

Καλησπέρα σας αγαπημένοι μου, τελικά πληρώθηκα σήμερα και την τελευταία ανάληψη. Όλα καλά; Σας ευχαριστώ

Dear zwigz1996,

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,

Dominika

Casino.Guru