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Good evening. The problem started on January 19. Until then, I made transactions through Revolut. Then Revolut rejected withdrawals from this particular casino. Then the casino told me to make a deposit with a card from another bank and I did so. In this particular casino, there are wallets depending on which card you made a deposit with and the withdrawal corresponds to the money you deposited and any profits that came from there. In other words, I had and still have 2 wallets, one from Revolut, which is almost all the money, and one from the other bank where I made a deposit. The casino told me that they would transfer the money from the Revolut wallet to the other in order for me to make a withdrawal. Since then 10 days have passed and then they told me on January 29 to send identification documents for the 2 cards and that the identification takes up to 5 days. Since then 7 working days have passed and a total of 11 days but they still haven't done anything and in customer service they keep telling me the same thing that they are sorry for the wait etc. I also send messages to the complaints center but they haven't answered me from there either.

From their entire behavior, I believe they won't give it to me and I expect I'll lose the money because even before this incident, when I requested a withdrawal, they would cancel it every day and after a week or so they would put it back if I hadn't already lost it.

Καλησπερα. Το προβλημα ξεκινησε στις 19 Ιανουαριου. Μεχρι τοτε εκανα συναλλαγες μεσω Ρεβολουτ. Τοτε η ρεβολουτ απερριψε αναληψεις απο το συγκεκριμενο καζινο. Τοτε το καζινο μου ειπε να κανω καταθεση με καρτα αλλης τραπεζας και το εκανα. Στο συγκεκριμενο καζινο εχει πορτοφολια αναλογα με τι καρτα εκανες καταθεση και η αναληψη αντιστοιχει στα χρηματα που εκανες καταθεση και οτι κερδη βγηκαν απο εκει. Δηλαδη ειχα και εχω 2 πορτοφολια ενα της ρεβολουτ που ειναι σχεδον ολα τα χρηματα και ενα της αλλης τραπεζας που εκανα καταθεση. Μου ειπαν απο το καζινο οτι θα μεταφερουν τα χρηματα απο το πορτοφολι της ρεβολουτ στο αλλο προκειμενου να κανω αναληψη. Απο τοτε περασαν 10 μερες και μετα μου ειπαν στις 29 ιανουαριου να στειλω εγγραφα ταυτοποιησης των 2 καρτων και οτι η ταυτοποιηση διαρκει εως 5 ημερες. Απο τοτε περασαν 7 εργασιμες και συνολο 11 ημερες αλλα ακομα δεν εχουν κανει τιποτα και στην εξυπηρετηση πελατων μου λενε συνεχως το ιδιο πραγμα οτι λυπουνται για την αναμονη κλπ. Στελνω και μηνυματα στο κεντρο παραπονων αλλα ουτε απο εκει μου απαντανε.

Απο την ολη τους τη συμπεριφορα πιστευω δεν θα τα δωσουν και περιμενω μηπως τα χασω τα χρηματα γιατι και πριν απο αυτο το περιστατικο οταν ζητουσα αναληψη την ακυρωναν καθε μερα και μετα απο καμια εβδομαδα τα εβαζαν αν δεν τα ειχα χασει ηδη.

Dear gerasimos12,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you previously verified your player's account in the casino?
• Do I understand correctly the only additional request for verification was regarding your bank card and bank account outside of Revolut?
• Do I understand correctly your option to request a withdrawal is disabled?
• Could you please share with me your communication with the casino to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Good evening,

No, account verification was not required and I was never asked for it. In general, I had the account for a significant period of time without any problems. The problems started in December with the cancellations of withdrawals. culminating in what I described to you

Yes, you understood correctly, the issue is the transfer of funds from the Revolut wallet to the wallet of the other bank within the casino. Verification of both payment methods was requested, but as of January 29th I still have not received a response since I sent the documents.

The withdrawal is activated but I can only do it through Revolut which, as I told you, rejects withdrawals from the casino in question for security reasons. Revolut did this suddenly, until then I had been making normal deposits and withdrawals.

I will send you screenshots of the conversation to your email. You will receive an email from your account.

Καλησπερα σας,

Οχι δεν χρειαζοταν επαληθευση του λογαριασμου και δεν μου ζητηθηκε ποτε. Γενικοτερα ειχα για σημαντικο χρονικο διαστημα το λογαριασμο χωρις προβλημα. Τα προβληματα ξεκινησαν τον Δεκεμβριο με τις ακυρωσεις των αναληψεων. με αποκορυφωμα αυτο που σας περιεγραψα

Ναι σωστα καταλαβατε το θεμα ειναι η μεταφορα των χρηματων απο το πορτοφολι ρεβολουτ στο πορτοφολι της αλλης τραπεζας εντος του καζινο. Ζητηθηκε η επαληθευση και των 2 μεθοδων πληρωμης, αλλα απο τις 29 ιανουαριου ακομα δεν εχω λαβει απαντηση απ οταν εστειλα τα εγγραφα

Η αναληψη ειναι ενεργοποιημενη αλλα μπορω μονο μεσω ρεβολουτ η οποια οπως σας ειπα ομως απορριπτει τις αναληψεις απο το εν λογω καζινο για λογους ασφαλειας. Αυτο η ρεβολουτ το εκανε ξαφνικα μεχρι τοτε εκανα κανονικα και καταθεσεις και αναληψεις.

Θα σας στειλω στο μειλ σας στιγμιοτυπα οθονης απο τη συνομιλια. Θα σας ερθει μειλ απο λογαριασμο makisithaki@yahoo.gr

hello again. I sent messages to their complaints center but they dont even respond to any of them. As far as the regural support chat, they continue saying the same things they were saying to the previous time. I am sure that they wont pay with the hope I play and lose all the money at the casino. in 5 days it will be one month when I asked for first time withdrawal.

Thanks for your patience.

Do I understand correctly when choosing Mastercard associated with a different bank account you can't choose to withdraw the entire amount of 380€?

Dear gerasimos12,

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.