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I did the account identification twice and it was accepted. Then they asked me to identify the card I made the deposit with. Everything is fine so far. I request a withdrawal and they ask me for a card that I had made some deposits with in December 2024 and which has now been replaced with another one from the bank with a different number. But I should add that I had closed my account and opened it a month ago and I have only made a deposit with the card that I identified.

Έκανα για 2 φορά ταυτοποίηση λογαριασμό έγινε δεκτή .Στην συνέχεια μου ζήτησαν ταυτοποίηση της κάρτας που έκανα την κατάθεση . Όλα καλά μέχρι εδώ . Ζητάω ανάληψη και μου ζητούν μια κάρτα που είχα κάνει κάποιες καταθέσεις τον Δεκέμβριο του 2024 και αυτή την στιγμή έχει αντικατασταθεί με άλλη από την τράπεζα με άλλο αριθμό. Μα προσθέσω πως είχα κλείσει τον λογαριασμό μου και τον άνοιξα προ μηνός και έχω κάνει κατάθεση μόνο με την κάρτα που ταυτοποίησα.

Dear Biskoto,

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.

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

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Did you upload any proof from the bank showing that the old card is no longer valid or was replaced?

Could you please share your communication with the casino? 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.

I have made withdrawals from the casino, I am a long-time customer. I have never had a problem and I have always given them what they asked for in terms of documents. It's just that this time they asked me for security reasons, as they told me, for the details of a card that was apparently in my name, but I had used it in December 2024 for a deposit. I identified the card I am requesting the withdrawal from.

Έχω κάνει αναλήψεις από το καζίνο είμαι παλιός πελάτης . Δεν είχα ποτέ πρόβλημα και πάντα τους έδινα ότι μου ζητούσαν από έγγραφα . Απλώς αυτή τη φορά μου ζήτησαν για λόγους ασφαλείας όπως μου είπαν , τα στοιχεία μιας κάρτας που προφανώς ήταν στο όνομα μου , αλλά είχα χρησιμοποιήσει τον Δεκέμβριο του 2024 για κατάθεση . Η κάρτα που ζητάω την ανάληψη την ταυτοποίησα

Dear Biskoto, could you please provide a bit more detail regarding the account closure you mentioned earlier?

Specifically, we would like to understand whether you temporarily closed or suspended your existing account and then reopened it, or permanently closed your previous account and then created a new one.

This information will help us better assess your case and understand how the old card may be connected.

I had closed my account because I didn't want to play at this casino. At my own request, I reopened it via email, what they are asking me is irrelevant to the issue I have raised. My account was opened normally, I made a deposit, they asked me for identification of the deposit card and as soon as I requested a withdrawal, they told me I had to send them both sides of a card that my bank replaced. I obviously threw away the card. So they are pressing there so that I can't play at the casino anymore and so that they can save the 400 euros withdrawal and another 500 that I have in the account from winnings. The world will find out all this because they are so cunning and I see a rating of 9.4, shameful.

Είχα κλείσει τον λογαριασμό μου γιατί δεν ήθελα να παίζω σε αυτό το καζίνο . Με δικό μου αίτημα τον άνοιξα ξανά μέσω email ,αυτό που με ρωτάνε είναι άσχετο ως προς το ζήτημα που έχω θέσει . Ο λογαριασμός μου άνοιξε κανονικά έκανα κατάθεση μου ζήτησαν ταυτοποίηση της κάρτας κατάθεσης και μόλις ζήτησα ανάληψη μου λένε πρέπει να τους στείλω τις δύο όψεις μια κάρτας που η τράπεζα μου αντικατέστησε. Την κάρτα προφανώς την πέταξα . Οπότε πατάνε εκεί για να μην μπορώ να παίζω άλλο στο καζίνο και για να γλιτώσουν τα 400 ευρώ ανάληψη και άλλα 500 που έχω στον λογαριασμό από κέρδη . Όλα αυτά θα τα μάθει ο κόσμος γιατί είναι τόσο πονηροί και βλέπω βαθμολογία 9.4 αισχρός .

Please answer me on this. I did not verify the card because I was not asked. My bank replaced the card with another one that I have in my hands. The casino is asking for my old card that I obviously threw in the trash. However, I did not make a deposit with the invalid card to play but with another one that I identified immediately when they asked me. The casino may not pay you for a card that is no longer valid, has been replaced and you should have thrown it in the trash. I will really go crazy. Give me a solution, talk to them at least so that they accept the card that replaced the old one and even if I have not used it.... Help me

Απαντήστε μου σας παρακαλω σε αυτό . Δεν έκανα επαλήθευση την κάρτα γιατί δεν μου ζητήθηκε. Η τράπεζα μου αντικατέστησε την κάρτα με άλλη την οποία την έχω στα χέρια μου . Το καζίνο μου ζητάει την παλιά κάρτα που προφανώς πέταξα στα σκουπίδια . Εγω όμως δεν έκανα με την άκυρη κάρτα κατάθεση για να παίξω αλλά με μια άλλη που ταυτοποίησα αμέσως όταν μου ζήτησαν. Μπορεί το καζίνο να μην σε πληρώσει για μια κάρτα που δεν ισχύει πλέον ,έχει αντικατασταθεί και εσύ λογικό να έχεις πετάξει στα σκουπίδια . Θα τρελαθώ πραγματικά . Δώστε μου μια λύση μιλήστε μαζί τους έστω να δεχτούν την κάρτα που αντικατέστησε την παλιά και ας μην την έχω χρησιμοποιήσει.... Βοηθήστε με

I have the old account, I reply and I don't see my messages.

Τον παλιό λογαριασμό έχω ,απαντάω και δεν βλέπω τα μηνύματα μου.

They want me to send them a card that my bank replaced. This card was used months ago at the casino and now they are asking me to verify it. The card I deposited with and won has been verified. The account too. They don't want to pay me because I won 1000 euros. 9.3 rating not even

Θέλουν να του στείλω μια κάρτα που η τράπεζα μου αντικατέστησε. Η κάρτα αυτή χρησιμοποιήθηκε πριν μήνες στο καζίνο και τώρα μου ζητάνε να την κάνω ταυτοποίηση. Η κάρτα που έκανα κατάθεση και κέρδισα έχει ταυτοποιηθεί. Ο λογαριασμός επίσης. Δεν θέλουν να με πληρώσουν γιατί κέρδισα 1000 ευρώ . 9.3 βαθμολογία ούτε καν

Dear Biskoto, has the casino responded further regarding your situation?

Are they still insisting on the verification of the old card, even though it has been officially replaced and you no longer have access to it?

Were you able to reach any kind of agreement with their support, or do they still not seem to understand your explanation?

Is there truly nothing at all you could possibly provide regarding the old card? For example, maybe a bank statement showing the card number and the fact that it was used for deposits in the past, or a document from your bank confirming that the card was replaced and is no longer valid?

After much effort and suffering, I got the document from the bank and the verification was done.

Μετά κόπων και βασάνων πήρα το έγγραφο από την τράπεζα και έγινε η επαλήθευση

Dear Biskoto, have you already requested the withdrawal again after the verification was done? If yes, have you received the money, or is it still pending?

Dear Biskoto,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru