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Hello. I requested my first withdrawal from the casino of 100 euros on August 11th. The next day they asked for identification, which I did and they told me that everything was fine. On August 15th I requested a second withdrawal of 150 euros. Around August 20th I started contacting them to ask about the delay, and they replied that at that time they had a very large number of withdrawal requests and that is why my payments were delayed. While they were using this excuse, on August 25th they rejected my 2nd withdrawal of 150 euros on the grounds that I am not allowed to have 2 withdrawal requests active at the same time! That is, they did not have time to process my request of August 11, but they did have time to reject the second request I made after 10 days. Then I requested a withdrawal again immediately and it is still pending. So I have a request of 100 euros from August 11 and another one that was rejected on August 25 and since then I have had it active again.

I sent an email to their management stating that they have an official complaint, but of course they have not responded since. While in the chat they tell me that they are apparently leaving a message in the relevant department to see my requests without of course having any information at all in the email or in the chat. For accuracy, they always send me this exact message when I ask: I've checked, and your withdrawal is still under review with our finance team. I've already sent a follow-up to push for progress, and I'll continue monitoring it closely until it's finalized. I truly appreciate your patience and assure you this isn't being overlooked.

Can you help me?

Γεια σας. Ζητησα την πρωτη μου αναληψη απο το καζινο υψους 100 ευρω στις 11 αυγουστου. την επομενη μερα μου ζητησαν ταυτοποιηση την οποια την εκανα και μου ειπαν οτι ολα ειναι ενταξει. στις 15 αυγουστου ζητησα και μια δευτερη αναληψη υψους 150 ευρω. γυρω στις 20 αυγουστου αρχισα να επικοινωνω μαζι τους για να ρωτησω σχετικα με την αργοπορια, και μου απαντουσαν οτι εκεινη τη στιγμη ειχαν εναν πολυ μεγαλο αριθμο αιτηματων αναληψης και για αυτο καθυστερουν οι πληρωμες μου. Ενω λοιπον χρησιμοποιουσαν αυτη τη δικαιολογια, στις 25 Αυγουστου μου απερριψαν τη 2η αναληψη των 150 ευρω με την αιτιολογια οτι δεν επιτρεπεται να εχω 2 αιτηματα αναληψης ταυτοχρονα ενεργα! Δηλαδη για να επεξεργαστουν το αιτημα μου της 11 αυγουστου δεν ειχαν χρονο, αλλα για να απορριψουν μετα απο 10 μερες το δευτερο αιτημα που εκανα ειχαν χρονο. Μετα ξαναζητησα αναληψη αμεσως κι ακομη ειναι εκκρεμες. Οποτε εχω ενα αιτημα 100 ευρω απ τις 11 αυγουστου και ενα ακομη που απορριφθηκε στις 25 αυγουστου κι απο τοτε το εχω ξανα ενεργο.

Εστειλα στο μειλ που εχουν ενα επισημο παραπονο στη διοικηση τους, αλλα φυσικα δεν εχουν απαντησει απο τοτε. Ενω απο το τσατ μου λενε οτι δηθεν αφηνουν καποιο μηνυμα στο αρμοδιο τμημα για να δουν τα αιτηματα μου χωρις φυσικα να εχω καμια απολυτως ενημερωση στο μειλ ή απο το τσατ. Για την ακριβεια καθε φορα μου στελνουν ακριβως αυτο το μηνυμα οταν ρωταω: I’ve checked, and your withdrawal is still under review with our finance team. I’ve already sent a follow‑up to push for progress, and I’ll continue monitoring it closely until it’s finalized. I truly appreciate your patience and assure you this isn’t being overlooked.

Μπορειτε να με βοηθησετε;

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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.

• Could you please specify the types of games you played to accumulate your €100 winnings?
• Did you accumulate these winnings with or without a bonus? If you played with a bonus, please send me a link to it or a screenshot of the promotional offer.
• Which identity documents did you send to the casino for the verification of your account?
• When was the last time the casino communicated with you regarding the delay in processing your withdrawal requests?

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

Good evening to you.

I played fruit exclusively.

Yes, I played with bonuses. I sent you the screenshot of the bonuses I received.

For identification, I sent my ID, the bank card with which I made the deposit, and a bank statement to verify my address.

The casino has not communicated with me at all this time. I communicate with them, they have never sent me any messages in the mail.

Thanks

Καλησπερα σας

Επαιξα φρουτα αποκλειστικα

Ναι επαιξα με μπονους. Σας εστειλα το σκρινσοτ των μπονους που πηρα

Για την ταυτοποιηση, εστειλα τη ταυτοτητα μου, την καρτα τραπεζας με την οποια εκανα καταθεση και εναν λογαριασμο ρευματος για την ταυτοποιηση της διευθυνσης μου.

Το καζινο δεν εχει επικοινωνησει καθολου μαζι μου ολο αυτο το διαστημα. Εγω επικοινωνω μαζι τους, δεν μου εχουν στειλει ποτε στο μειλ οποιοδηποτε μηνυμα.

Ευχαριστω

Dear makis93

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, Samuel (samuel.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,

Veronika