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I completed all 3 withdrawals (500, 500, 300 because it can't be 1300 together) on August 14. In the live chat they already told me last week that my withdrawals would be completed by last Sunday but when I asked for more information on this the live chat was closed and in the email I sent them that if the withdrawals are not completed by Sunday it means there is fraud and misinformation I did not receive a response until yesterday where the response was a classic automated one telling me to be patient. Today I was asked for verification and I just now uploaded the documents but I have a feeling that things will not go smoothly based on my similar experience at joker8 casino where I would not have received the money if I had not made a similar complaint to you. Also I can no longer open live chat for some reason. Also, in the live chat when I asked for clarification on the impact of verifications on my withdrawals, I was told that the withdrawals will be completed normally, but the verification will help speed up the process. Please help me.

Ολοκληρωσα και τις 3 αναλήψεις (500, 500, 300 διότι δεν γίνεται 1300 μαζί ) στις 14 Αυγούστου . Στο λαιβ τσατ μου είπαν κιόλας την προηγούμενη βδομάδα ότι θα ολοκληρωνόταν οι αναλήψεις μου μέχρι τη Κυριακή που μας πέρασε αλλά όταν ρώτησα πάνω σε αυτό περισσότερες πληροφορίες το λαιβ τσατ έκλεισε και σε email που τους έστειλα ότι αν δεν ολοκληρωθούν οι αναλήψεις μέχρι Κυριακή σημαίνει πως υπάρχει εξαπάτηση και παραπληροφόρηση δεν έλαβα απάντηση μέχρι χθες όπου η απάντηση ήταν κλασική αυτοματοποιημένη λέγοντας μου να κάνω υπομονή . Σήμερα μου ζητήθηκε επαλήθευση και μόλις τώρα έβαλα τα έγγραφα αλλά έχω ένα προαίσθημα ότι τα πράγματα δεν θα κυλήσουν ομαλά με βάση την παρόμοια εμπειρία μου στο joker8 casino στο οποίο δεν θα έπαιρνα τα χρήματα αν δεν έκανα παρόμοιο παράπονο σε εσάς . Επίσης δεν μπορώ πλέον να ανοίξω λαιβ τσατ για κάποιο λόγο . Ακόμη, στο λαιβ τσατ όταν ρώτησα για διευκρινίσεις στην επιρροή της επαληθεύσεις στις αναλήψεις μου, μου είπαν πως η αναλήψεις θα ολοκληρωθούν κανονικά απλά η επαλήθευση θα βοηθήσει στην επιτάχυνση της διαδικασίας. Παρακαλώ βοηθήστε με .

Dear player,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please share the screenshots of your pending withdrawal requests?
• When exactly did the casino request the KYC verification?
• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you submitted them directly to your casino account or sent them via email?
• Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

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.

Today I received an email that a withdrawal of 300 euros was completed and it was indeed done. Otherwise, I still can't open a live chat and in the verification section it simply says that the account does not need verification but of course I submitted all the documents correctly and immediately last night as soon as I saw that my account needed verification.

Σήμερα μου ήρθε email ότι ολοκληρώθηκε η μια ανάληψη των 300 ευρώ και όντως έγινε . Κατά τα άλλα δεν μπορώ ακόμα να ανοίξω ζωντανή συνομιλία και στο τομέα της επαλήθευσης μου βγάζει απλά ότι ο λογαριασμός δεν θέλει επαλήθευση αλλά εννοείται κατέθεσα όλα τα έγγραφα σωστά και άμεσα χθες το βράδυ με το που είδα ότι ο λογαριασμός μου χρειάζεται επαλήθευση

Dear player, please let me know if you have already received the payment of €300. Are the other two requests still pending?

Can you please specify what documents you sent for verification? Did you get any confirmation email from the casino that your documents were received?

Today I was informed by email that my account was verified and I received a second withdrawal of 500 (so a total of 300 +500). Things have been going well since I complained here.

Σήμερα με ενημέρωσαν με email ότι ο λογαριασμός μου επαληθεύτηκε και έλαβα και δεύτερη ανάληψη των 500( άρα σύνολο 300 +500 ) . Τα πράγματα από τη στιγμή που έκανα παράπονο εδώ πάνε καλά

Dear player, thank you very much for the update. I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

Dear dpoulios21,

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,
Natalia
Casino.Guru