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Good evening. I have made a withdrawal request on 13/8, which was the first one. After that, I made two more requests, a total of three requests for €500 each. Even though nearly 20 days have passed since the first request, none of my withdrawal requests have been deposited. I continuously contact live chat, and they tell me to be patient and that they have checked my game account and the withdrawal is in the final stage. However, there has been no progress with any deposit.

Καλησπερα εχω κανει αίτημα για αναληψη απο 13/8 οπου ηταν το πρωτο έπειτα εχω κανει αλλα 2 συνολο 3 αιτήματα των 500€ το καθενα και παρολο που εχουν περασει κοντα στις 20 μερες περιπου απο το πρωτο αιτημα δεν εχει κατατεθεί κανενα απο τα αιτήματα ανάληψης μου συνεχεια επικοινωνώ με το live chat και μου λενε να κανω λιγο υπομονη και οτι μ

ελέγξανε τον λογαριασμο παιχνιδιών μου και οτι η απόσυρση βρισκεται σε τελικο σταδιο παρολα αυτα καμια εξελιξη με καποια καταθεση .

Dear Kmyrto_7, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

In the past I have made successful withdrawals yes without being asked for any kind of verification neither then nor now, I collected my winnings without any active bonus

Στον παρελθον ειχα κανει επιτυχείς αναλήψεις ναι χωρις να μου εχει ζητησει καποια είδους επαλήθευση ουτε τοτε ουτε τωρα ,τα κέρδη μου τα συγκέντρωσα χωρις καποιο ενεργό μπονους

Thank you for your reply. Could you please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru.

Dear Kmyrto_7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.