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Good evening, I have 3 withdrawals... 2 of them are from the beginning of the month with a credit card, that is, for 20 days now and I have not received the money! The third one with a bank transfer! They say for 3 business days and I had the same problem in previous withdrawals that took 1 month to put my money in! It is unacceptable, as they arbitrarily canceled my one withdrawal, telling me that there was a technical error in my payment provider and 10 days were already lost, in fact this time we are talking about over 1 month! Only automated responses from support and words!

Καλησπέρα σας, έχω 3 αναλήψεις...οι 2 είναι από αρχές του μήνα με πιστωτική κάρτα, δηλαδή εδώ και 20 μέρες και δεν έχω λάβει τα χρήματα!Η τρίτη με τραπεζικό έμβασμα! Λένε για 3 εργάσιμες ημέρες και είχα το ίδιο προβλήμα και σε προηγούμενες αναλήψεις που έκαναν 1 μήνα να βάλουν τα χρήματα μου! Είναι απαράδεκτο, καθώς μου ακυρώσανε αυθαίρετα και την μία ανάληψη λέγοντας μου ότι υπήρξε τεχνικό σφάλμα στον πάροχο πληρωμών μου και χάθηκαν ήδη 10 μέρες, στην ουσία μιλάμε αυτήν την φορά για πάνω από 1 μήνα! Μόνο αυτοματοποιημένες απαντήσεις από την υποστήριξη και λόγια !

Dear paschoualecarlosneda, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

Have you used the same payment method for withdrawing your winnings as you used for depositing?

When was the last time your withdrawal request was canceled?

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. 

Best regards, 

Veronika

Good evening, I'm OK with KYC, they haven't asked me for any verification for now, I'm constantly checking my emails and support confirms that we're okay with this issue! Regarding the winnings, they came from both a bonus in which I fulfilled the conditions and it was converted into a real balance and from a game without a bonus (the winnings are essentially half and half). My deposits involve both paysafecard and a credit card (and here the deposits are essentially half and half). So yes, the same deposit-withdrawal method is used! The last time a withdrawal request was canceled was on 5/1/25, which was originally on 25/12/24, (i.e. after 10 days of processing) and then I made a withdrawal request again! I hope I'm understandable and that you got answers to exactly what you asked me!

Καλησπέρα σας,με την KYC είμαι οκ, δεν μου ζήτησαν προς το παρόν κάποια επαλήθευση, κοιτάζω συνεχώς τα email και με επιβεβαιώνει και η υποστήριξη ότι είμαστε εντάξει με αυτό το ζήτημα! Όσον αφορά τα κέρδη, αυτά προήλθαν και από μπόνους στο οποίο εκπλήρωσα τους όρους και μετατράπηκε σε πραγματικό υπόλοιπο αλλά και από παιχνίδι χωρίς μπόνους ( είναι μισά μισά στην ουσία τα κέρδη).Οι καταθέσεις μου αφορούν και paysafecard αλλά και πιστωτική κάρτα (και εδώ στην ουσία μισές μισές οι καταθέσεις). Οπότε ναι τον ίδιο τρόπο κατάθεσης-αναληψης χρησιμοποιείται!Η τελευταία φορά που ακυρώθηκε αίτημα ανάληψης ήταν στις 5/1/25 ,το οποίο ήταν εξ αρχής στις 25/12/24, ( δηλαδή μετά από 10 μέρες ήδη επεξεργασίας) και στην συνέχεια έκανα εκ νέου αίτημα ανάληψης!Ελπίζω να γίνομαι κατανοητός και να πήρατε απαντήσεις σε ότι ακριβώς με ρωτήσατε!

Thank you for your responses.

Have you received any of your winnings yet?

Also, please forward me all the communication between you and the casino regarding the delay in processing your payments at veronika.f@casino.guru.

Thank you for your patience and cooperation.

Dear paschoualecarlosneda,

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.