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I submitted a withdrawal request on Monday, August 26, 2024. The funds have still not been credited to my account. Each time I speak with them in the chat, they give me automated responses and never anything specific. I have sent them emails, and they haven't replied. They keep telling me that the finance department is working to credit the funds. The money is not from any bonus, and my account states that no verification is required.

Έχω υποβάλλει αίτημα για ανάληψη από την Δευτέρα 26 Αυγούστου 2024. Ακόμα δεν μου έχουν πιστωθεί τα χρήματα. Κάθε φορά που μιλάω στο chat μαζί τους μου δίνουν αυτοματοποιημένες απαντήσεις και πότε κάτι συγκεκριμένο. Τους έχω στείλει email και δεν μου έχουν απαντήσει. Μου λένε ότι το οικονομικό τμήμα εργάζεται για να πιστωθούν τα χρήματα. Τα χρήματα δεν ήταν από κάποιο μπόνους και ο λογαριασμός μου λέει ότι δεν απαιτεί ταυτοποίηση

Dear cristianopap673,

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 game history has been checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Good morning..Ok I will wait..On Monday the 14 days will be completed..

Καλημέρα..Εντάξει θα περιμένω..Την Δευτέρα συμπληρώνονται οι 14 ημέρες..

Dear cristianopap673, it has been 14 days since your request. Have you received your winnings? Please let me know.

Yes, they put them in today.. thank you..

Ναι τα εβαλαν σημερα..σας ευχαριστω..

Dear cristianopap673,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru