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Good evening,

In the afternoon I tried to log in to my account and the casino had blocked it by order, as they said, of the administration. I have three pending withdrawal requests of €100, €100 and €120. The first two in fact date back to 6/28. Is there a chance that I won't receive my money?

Καλησπέρα σας,

Το απόγευμα προσπάθησα να συνδεθώ στο λογαριασμό μου και το καζίνο τον είχε αποκλείσει με εντολή, όπως είπαν, της διοίκησης. Έχω τρία αιτήματα ανάληψης 100, 100 και 120 € σε εκκρεμότητα. Τα δύο πρώτα μάλιστα από τις 28/6. Υπάρχει περίπτωση να μη λαβω τα χρήματα μου;

Hello,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

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Thank you for your patience, and stay safe.

The winnings were collected with real money and not with a bonus. I was not asked for any verification and I was playing exclusively slots. However, the two withdrawals were paid yesterday afternoon. I am waiting for the third one and will write to you again. Thank you very much

Τα κέρδη συγκεντρώθηκαν με πραγματικά χρήματα και όχι με bonus. Δε μου ζητήθηκε καμία επαλήθευση και έπαιζα αποκλειστικά κουλοχέρηδες . Ωστόσο οι δύο αναλήψεις πληρώθηκαν χτες το απόγευμα. Περιμένω και για την τρίτη και θα σας ξαναγράψω. Ευχαριστώ πολυ

Thank you for your reply. I am happy to hear that you have received the first two withdrawals. Hopefully, you will receive the last one soon. Please keep me updated.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear VasilisV,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina