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The withdrawal was delayed for more than three days and they were replying to me with empty promises. Because I relied on this money to pay bills, I told them I would hurt myself and they locked my account. But I'm waiting to pay these things, I'm really not well off financially. And since then they've only been sending me emails saying they'll update me and I can't access my account.

Καθυστέρησε η αναληψη πέραν των τριών ημερών και μου απαντούσαν αερολογίες. Επειδή βασίστηκα σε αυτά τα χρήματα για πληρωμή λογαριασμών,τους είπα ότι θα κάνω κακό στον εαυτό μου και μου κλείδωσαν το λογαριασμό. Όμως αυτά περιμένω για να πληρώσω αλήθεια δεν είμαι καθόλου καλά οικονομικά. Και από τότε μου στέλνουν μόνο mail που λένε ότι θα με ενημερώσουν και δεν μπορώ να μπω στον λογαριασμό μου.

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If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you submit your withdrawal request?
• How many accounts do you have with this casino?
• Have you completed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• Has the casino specified how long your account will remain locked and what will happen to your withdrawal request in the meantime?

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

Best regards,

Veronika

I submitted the request on Saturday 20/09/2025. I have an account yes, when I tried to verify it told me that everything is fine and no further identification is needed (I don't remember what documents I submitted in the first place). No it doesn't specify how long it will be closed, in the few emails they send me they reply automatically that the withdrawal will continue normally but, firstly nothing has happened so far and secondly it is automated, that's how they answered me before.

Υπέβαλα το αίτημα το Σάββατο 20/09/2025. Έχω έναν λογαριασμό ναι,όταν προσπάθησα να κάνω ταυτοποίηση μου έγραφε ότι είναι όλα εντάξει και δεν χρειάζεται περαιτέρω ταυτοποιηση(Δεν θυμαμαι τι έγγραφαειχα υποβάλειεξαρχης). Όχι δεν διευκρινίζει πόσο καιρό θα είναι κλειστός, στα λιγοστά mail που μου στέλνουν απαντούν αυτοποιημενα ότι η αναληψη θα συνεχιστεί κανονικά αλλά,πρώτον μέχρι τώρα δεν έχει γίνει κάτι και δεύτερον είναι αυτοματοποιημενο, έτσι μου απαντούσαν και πριν.

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

Dear Anasis,

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,

Veronika