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I have won an amount of around 2000 euros! Since my account has been verified as they told me, I have requested 3 withdrawals of 500 euros since I cannot withdraw all my money due to low level, I am still waiting to get my money!! In 3 business days they promise when the issue would have been resolved and 10 have passed! The day before yesterday they told me that my request has been approved and that in 48 hours I will have the money!! Of course I have not received anything!!

Εχω κερδίσει ένα ποσό της τάξεως 2000ευρω!Αφου έχει επαληθευτεί ο λογαριασμό μου όπως μου είπαν έχω ζητήσει 3 αναλήψεις των 500 ευρώ μιας και δεν μπορώ να κάνω ανάληψη όλων των χρημάτων μου λόγο χαμηλού επιπέδου ακόμα περιμένω να πάρω τα χρήματα μου!!Σε 3 εργάσιμες ημέρες υπόσχονται όταν θα είχε λυθεί το θέμα και έχουν περάσει 10 και!προχθές μου είπαν ότι έχει εγκριθεί το αίτημα μου και ότι σε 48 ώρες θα έχω τα χρήματα!!Βεβαια και δεν έχω λάβει τίποτα!!

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

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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.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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