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I have made multiple withdrawals, over 20 of which have been successful in the past, without any major issues. However, I am experiencing a serious delay on my latest withdrawals.

Specifically, there are pending withdrawals that are now 15 days late, without me being given a clear justification or specific timeline for completion. Despite my repeated communications with support, I only receive general responses about a "procedural delay".

I have completed all required identification procedures and there is nothing pending on my part.

The total amount outstanding is significant, and this delay exceeds any reasonable processing time frame.

Hooray:

the immediate completion of pending withdrawals

clear explanation for the delay

ensuring that there will be no further delays

I ask for your mediation to resolve the issue as soon as possible.

Best regards,

Anna-Maria

Έχω πραγματοποιήσει πολλαπλές αναλήψεις, εκ των οποίων πάνω από 20 έχουν ολοκληρωθεί επιτυχώς στο παρελθόν, χωρίς σημαντικά προβλήματα. Ωστόσο, στις τελευταίες μου αναλήψεις αντιμετωπίζω σοβαρή καθυστέρηση.

Συγκεκριμένα, υπάρχουν εκκρεμείς αναλήψεις που καθυστερούν πλέον 15 ημέρες, χωρίς να μου παρέχεται σαφής αιτιολόγηση ή συγκεκριμένο χρονοδιάγραμμα ολοκλήρωσης. Παρά τις επανειλημμένες επικοινωνίες μου με την υποστήριξη, λαμβάνω μόνο γενικές απαντήσεις περί «διαδικαστικής καθυστέρησης».

Έχω ολοκληρώσει όλες τις απαιτούμενες διαδικασίες ταυτοποίησης και δεν υπάρχει καμία εκκρεμότητα από την πλευρά μου.

Το συνολικό ποσό που εκκρεμεί είναι σημαντικό, και η καθυστέρηση αυτή υπερβαίνει κάθε εύλογο χρονικό πλαίσιο επεξεργασίας.

Ζητώ:

την άμεση ολοκλήρωση των εκκρεμών αναλήψεων

σαφή εξήγηση για την καθυστέρηση

διασφάλιση ότι δεν θα υπάρξουν περαιτέρω καθυστερήσεις

Παρακαλώ για τη διαμεσολάβησή σας ώστε να επιλυθεί το ζήτημα το συντομότερο δυνατό.

Με εκτίμηση,

Άννα-Μαρία

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Dear Bsjsb_8369,

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 fully understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• You have mentioned that you had successful withdrawals before. Could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Jean

I do everything through the bank! The last one happened 15 days ago because I have a significant amount of money that I want to withdraw so that I don't lose more time! The profits are without active bonuses and even with spin purchases... I have made previous withdrawals of 10,000 euros so far.. first they did 3 days then 5 later 10 and the first time 15 days

Ολα τα κανω μεσω αι μπανκ! Η τελευταια εγινε πριν 15 ημερες διοτι εχω συμαντικο ποσο μεσα που θρλω να αποσειρω ετσι ωστε να μην χανω περισσοτερο χρονο! Χωρις ενεργο μπονους ειναι τα κερδη και μαλιστα με αγορες περιστροφων...εχω κανει προηγουμενες αναληψεις του υψους 10.000 ευρω μεχρι τωρα.. πρωτα εκαναν 3 μερες μετα 5 αργοτερα 10 και πρωτη φορα 15 ημερες

17 days later, all 3 withdrawals that I had in the queue were made! Because I have quite a large amount in my account, I don't close the account in case I need something else! Thank you very much...

17 μερες μετα πραγματοποιηθηκαν και οι 3 αναληψεις που ειχα στην ουρα! Επειδη εχω αρκετα μεγαλο ποσο μεσα δεν κλεινω το παραπανο σε περιπτωση που χρειαστει κατι αλλο! Ευχαριστω πολυ...

I am happy to hear that you have received your three pending withdrawals.

However, you want to keep the complaint open in case there is something else. Can you expound please so that I would know how to assist you afterwards?

Please also provide the amount of money that you have left in your account.

Good morning...the balance I have in my account is 30 thousand euros and I expect 3 withdrawals from April 22,23,24! When withdrawals are made, I add deposits so that I can withdraw the amount I have in my account faster.

Καλημερα σας...το υπολοιπο που εχω μεσα ειναι 30 χιλιαδες ευρω και περιμενω 3 αναληψεις απο 22,23,24 Απριλιου! Οταν γινονται αναληψεις προσθετω εκρρμεις ετσι ωστε να μπορω να αποσυρω πιο γρηγορα το ποσο που εχω μεσα

Thank you for the clarification. Since you are still waiting for the withdrawals from April 22, 23, and 24, I will keep the complaint open. Please return to the thread in one week with an update on whether these withdrawals have been processed.

Today we are at 9 days!

Σημερα ειμαστε στις 9 ημερες!

14 days today no movement and they always responded to emails in general! Copy paste reply

14 ημερες σημερα καμοια κινηση και στα ιμειλ απαντανε παντα γενικα! Copy paste απαντηση

All 3 of my pending withdrawals have just been made!

Μολις εγιναν και οι 3 εκρεμεις αναληψεις μου!

Dear Bsjsb_8369,

We're glad to hear that you received your withdrawals. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation.

In the future, please bear in mind that it’s quite common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by 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 from the request of withdrawals before submitting a complaint.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time. 

Best regards, 

Jean

Casino.Guru