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Good evening, I try all day today to withdraw a sum (400 €) and after filling in my card details, he informs me that a code will be sent to me in the email, something that never happens, no matter how many times I tried. At the same time I talk to the customer service and they will either write me messages that will not be seen later, or they will tell me that they are processing my request and with the unresolved ones they will write thank you for the communication. What's up with this casino ??

Καλησπέρα, προσπαθώ σήμερα όλη μέρα να κάνω ανάληψη ενός ποσού (400€) και αφού συμπληρώνω τα στοιχεία της κάρτας μου, με ενημερώνει ότι θα μου σταλεί ένας κωδικός στο email, κάτι που δε συμβαίνει ποτέ, όσες φορές και αν προσπάθησα. Παράλληλα μιλάω με την εξυπηρέτηση πελατών και είτε θα μου γράψουν μηνύματα που μετά δε θα φαίνονται, είτε θα μου πουν ότι επεξεργάζονται το αίτημα μου και με τα χωρίς να λυθεί μου γράψουν ευχαριστώ για την επικοινωνία. Τι συμβαίνει με αυτό το casino??

Dear Θανάσης,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you passed the KYC verification?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Dear Θανάσης,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.