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The casino says that the withdrawal is proccesed within 1-3 days. 5 days have passed and my withdrawal is still pending for no reason

Dear jzaf,

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

After 5 days they informed me that I need to identify my details. I have sent them everything they ask me, I have exposed all my personal information and they do not identify me. I have sent them a diploma for identification and it was accepted. I sent them my bank card as a deposit method and it was accepted. They ask me to move the card and I have sent them a statement of the original bank account for the period they are asking for and my transactions with the casino are clearly visible as well as a statement of the original card from the bank which also shows the date and time of the transactions and they reject them constantly without receiving any mail with the reason why this is happening. They also ask for proof of residence and I have sent the internet phone bill with my name on it and they rejected it and now I have uploaded my tax file which is an official government document and they keep rejecting it for no reason. I have never seen worse casino service. They intend to lose my money, why so much difficulty for an identification?

Μετά από 5 ημέρες με ενημέρωσαν ότι πρέπει να κάνω ταυτοποίηση των στοιχείων μου. Τους έχω στείλει ο,τι μου ζητάνε έχω εκθέσει όλα μου τα προσωπικά στοιχεία και δεν με ταυτοποιούν. Τους έχω στείλει δίπλωμα για ταυτοποίηση ταυτότητας και έγινε αποδεκτό. Τους έστειλα την κάρτα της τράπεζας ως μέθοδο κατάθεσης και έγινε δεκτή. Μου ζητάνε κίνηση της κάρτας και τους έχω στείλει statement του τραπεζικού λογαριασμού γνήσιο για το χρονικό διάστημα που ζητάνε και φαίνονται καθαρά οι συναλλαγές μου με το καζίνο καθώς επίσης και statement της κάρτας original της τράπεζας που επίσης φαίνεται η ημερομηνία και ώρα των συναλλαγών και τα απορρίπτουν συνεχώς χωρίς να λαμβάνω κάποιο mail με τον λόγο που συμβαίνει αυτό. Επίσης ζητάνε αποδεικτικό κατοικίας και έχω στείλει τον λογαριασμό ίντερνετ - τηλεφώνου με το όνομα μου και μου το απέρριψαν και τώρα ανέβασα το φορολογικό μου μητρώο το οποίο είναι επίσημο έγγραφο της κυβέρνησης και συνεχίζουν να το απορρίπτουν χωρίς λόγο. Δεν έχω δει χειρότερη εξυπηρέτηση καζίνο. Έχουν σκοπό να χάσω τα χρήματα μου, γιατί τόση δυσκολία πια για μια ταυτοποίηση?

Dear jzaf,

Have you received your withdrawal from the casino yet?

Dear jzaf,

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.