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I registered at this casino, then made a few deposits and won some money, I started the account verification process and then an e-mail came that the account was fully identified, I requested a withdrawal request of €1,000. In the company's terms they state that it must be processed within 2 days, in communication with them they constantly tell me that the financial department is responsible for this delay, I would like your help.

Έκανα εγγραφή στο συγκεκριμένο καζίνο στη συνέχεια έκανα μερικές καταθέσεις και κέρδισα κάποια χρήματα, ξεκίνησα τη διαδικασία επαλήθευσης του λογαριασμού και στη συνέχεια ήρθε e-mail ότι ταυτοποιήθηκε πλήρως ο λογαριασμός, αιτήθηκα αίτημα απόσυρσης χρημάτων 1.000€. Στους όρους της εταιρείας αναφέρουν ότι πρέπει να έχει επεξεργαστεί μέσα σε 2 ημέρες σε επικοινωνία μαζί τους μου λένε συνεχώς ότι το οικονομικό τμήμα ευθύνεται για αυτή την καθυστέρηση θα ήθελα τη βοήθειά σας. 

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Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

I'm patient, but in the company's terms you state that the request should be processed within 2 days, but there is no progress and it's causing me anxiety. I would like to see what the casino side will say, which is why I opened this thread.

Έχω υπομονή, αλλά στους όρους της εταιρείας αναφέρεις ότι θα πρέπει να έχει επεξεργαστεί το αίτημα εντός 2 ημερών αλλά δεν υπάρχει κάποια εξέλιξη και μου προκαλεί άγχος , θα ήθελα να δω τι θα πει η πλευρά του καζίνο και για αυτό άνοιξα αυτό το νήμα

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

Dear Lazaros83,

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,

Tomas