Casinoin - El jugador afirma que el pago se ha retrasado.

I always deposit my money in same day but when I won 3000 they ask for papers and stuff I send all of them and now they just say wait and wait for an email but nothing happend it’s important for me to help pls.

Dear Stemet43,

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 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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Good evening, it's been 14 days now and they keep telling me the same thing.. that they are waiting to see the approval and will inform me. Please do what you can to take over the case and find a solution to this problem.. I have been given all the documents they asked for and they keep telling me the same thing. Sorry for the delay, we will inform you.

Καλησπέρα σας έχουνε περάσει πλέον 14 ημέρες και συνεχίζουν να μου λένε τα ίδια.. πως περιμένουν να δουν την έγκριση και θα με ενημερώσουν παρακαλώ κάνετε ότι μπορείτε να αναλάβετε την υπόθεση και να δωθεί μια λύση σε αυτό το πρόβλημα.. έχουν δωθεί όλα τα έγγραφα που μου ζήτησαν και μου λένε συνέχεια τα ίδια συγγνώμη για την καθυστέρηση θα σας ενημερώσουμε

Dear Stemet43,

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.

Good evening, no, there has been no change, no update, they just tell me to wait and they will let me know what else I can do, please help.

Καλησπέρα όχι δεν έχει γίνει καμία αλλαγή καμία ενημέρωση απλά μου λένε να περιμένω και θα με ενημερώσουν τι άλλο μπορώ να κάνω παρακαλώ βοηθήστε

Good evening, do we have any news? Could you help me?

καλησπέρα έχουμε κάποιο νέο; Θα μπορούσατε να με βοηθήσετε

They keep canceling my withdrawals.

Συνεχίζουν να μου ακυρώνουν τις αναλήψεις

And now they won't let me log into my account, unbelievable.. they're just making fun of us..

Και τώρα δεν με αφήνουν να συνδεθώ στο λογαριασμό μου απίστευτο.. μας κοροϊδεύουν κανονικά..

Good evening, now they have blocked my account and they won't let me log in at all.

Καλησπέρα πλέον έχουν μπλοκάρει τον λογαριασμό μου και δεν με αφήνουν να συνδεθώ καθόλου

Dear Stemet43,

Would it be possible to forward the communication between you and the casino related to this case before we would try to reach them to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Yes please if you can contact them to see what is going on with this issue thank you they sent me an email saying I have a second account which is not valid

Ναι παρακαλώ αν μπορείτε να επικοινωνήσετε μαζί τους να δείτε τι συμβαίνει με αυτό το ζητήματα ευχαριστώ μου χουν στείλει ένα μειλ το οποίο λέει πως έχω δεύτερο λογαριασμό που δεν ισχύει

Dear Stemet43,

We are not contacting the casino yet as I have requested you to forward the communication between you and the casino to be forwarded to nikolas.b@casino.guru.

Please forward it as soon as possible so we can further review the case.

Regards,

Nick

Dear Stemet43,

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.