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For days I have been making withdrawals, based on the casino's limits and in a fraudulent way they canceled my withdrawals 3 times telling me that they cannot make a withdrawal, and to divide my withdrawal into smaller portions, the casino has a nice €1000X3 and so I did, and asked me to make the 500 and only took me out 500,, and I had made 3X500, and it took so long to withdraw them that Bika was tempted twice to cancel my withdrawal and gamble my money, the first time now €3000 and the second €3500, and I told them to delete my account because I have an addiction, this issue created a psychological problem for me because it is clearly a time-consuming process to force you to cancel a withdrawal, in order to gamble the money, I want my money back, thank you

Εδώ και μέρες κάνω ανάληψη,βάση όρια του καζίνο και με δόλιο τρόπο μου ακύρωσε τες ανάληψης μου 3 φορές λέγοντας μου ότι δεν μπορούν να κάνουν απόσυρση,και να χωρίσω την απόσυρση μου σε πιο μικρή μερίδα, το καζίνο έχει ωραία €1000X3 και έτσι έκανα ,και μου ζήτησε να κάνω τον 500 και μου έβγαλε μόνο 500,, και εγώ είχα κάνει 3X500, και καθηστερισε τόσο πολύ να τα βγάλει που Μπίκα για 2 φορά στον πειρασμό να κάνω ακυρώσει την ανάληψη μου και να παίξω τα λεφτά μου, την μία τώρα €3000 και την δεύτερη €3500 ,και τους είπα να διαγράψει το λογαριασμό μου γιατί έχω εθισμό,μου δημιούργησε ψυχολογικό πρόβλημα αυτό το θέμα λόγο του ότι ξεκάθαρα εκμετάλλευσης χρόνου να σε αναγκάσουν να ακύρωσης ανάληψη,για να παίξεις τα λεφτά,εγώ θέλω τα λεφτά μου πίσω, σας ευχαριστώ

Dear player,

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 the 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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

Dear player,

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,

Dominika

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

How much money in total have you actually received?

When exactly was your account closed, and did the casino inform you whether your remaining balance would be paid out after the closure?

Please send me a copy of how and when you requested the account to be closed due to addiction. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear player,

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.

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

Dear player,

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,

Dominika