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I am experiencing a significant delay in my withdrawals from the platform.

I currently have multiple withdrawal requests that have been pending for 12 days, while the casino itself states that withdrawals are completed within 3–5 business days.

I have repeatedly contacted support as well as the VIP account manager, but I only receive general responses without any substantial progress.

This is not the first time that delays have been observed, but this time the situation is more serious, as there is no progress or clear information.

All my information has been fully verified and no action is pending on my part.

I request your intervention so that my withdrawals can be completed immediately, without further delay.

Αντιμετωπίζω σημαντική καθυστέρηση στις αναλήψεις μου από την πλατφόρμα.

Αυτή τη στιγμή έχω πολλαπλά αιτήματα ανάληψης τα οποία βρίσκονται σε εκκρεμότητα για 12 ημέρες, ενώ το ίδιο το καζίνο αναφέρει ότι οι αναλήψεις ολοκληρώνονται εντός 3–5 εργάσιμων ημερών.

Έχω επικοινωνήσει επανειλημμένα με την υποστήριξη καθώς και με τον VIP account manager, όμως λαμβάνω μόνο γενικές απαντήσεις χωρίς καμία ουσιαστική εξέλιξη.

Δεν είναι η πρώτη φορά που παρατηρούνται καθυστερήσεις, αλλά αυτή τη φορά η κατάσταση είναι πιο σοβαρή, καθώς δεν υπάρχει καμία πρόοδος ή σαφής ενημέρωση.

Όλα τα στοιχεία μου έχουν επαληθευτεί πλήρως και δεν εκκρεμεί καμία ενέργεια από την πλευρά μου.

Ζητώ την παρέμβασή σας ώστε να ολοκληρωθούν οι αναλήψεις μου άμεσα, χωρίς περαιτέρω καθυστέρηση.

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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 Bsjsb_8369,

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

Dear Bsjsb_8369,

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.

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

Dear Bsjsb_8369,

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,

Karla