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The casino dont let me to log in my account and i have 5000€ inside

Dear vasilisgrillis1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with accessing your casino account. To better assist you, could you please provide us with the following details:

• Have you received any error messages when trying to log in? If so, what do they say?
• Have you passed the full KYC verification?
• When was the last time you were able to log into your casino account?
• Have you contacted customer support at the casino? If yes, what was their response?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear vasilisgrillis1,

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.

1) I have passed full KYC verification

2)The connection problem has now been fixed and I can connect.

3) They told me to wait 14 days for the provider to check my withdrawals but it has been much longer and they still won't allow me to withdraw the 5,000 I have in my account.

1) Έχω περάσει την πλήρη επαλήθευση KYC

2)Το πρόβλημα με την σύνδεση έχει τακτοποιηθεί πλέον και μπορώ να συνδεομαι

3)Μου είπαν να περιμένω 14 μέρες για τον έλεγχο παρόχου των αναλήψεων μου αλλά έχουν περάσει πολύ περισσότερες μέρες και ακόμα δεν μου επιτρέπει να κάνω ανάληψη τα 5.000 που έχω στον λογαριασμό μου

Thank you for your response.

Could you kindly clarify what exactly is being investigated by the casino? Is the focus on your gameplay activity, payment methods, or something else?

Also, could you please let us know which games you played? If possible, please provide the exact names of the games.

Lastly, have you made any successful withdrawals from this casino in the past?

We appreciate your cooperation and look forward to your reply.

The fair play of the casino is being investigated..They are not letting me withdraw my winnings which came from san quentin 2 and san quentin!! I have made many withdrawals in the past and I have never faced such a problem before!! Almost 20 days have passed and there is still no news and the inability to withdraw my winnings continues

Διερευνάται το δίκαιο παιχνίδι από το καζίνο..Δεν με αφήνουν να κάνω ανάληψη τα κέρδη μου τα οποία προήλθαν από το san quentin 2 και san quentin!! Έχω κάνει πολλές αναλήψεις στο παρελθόν και δεν είχα αντιμετωπίσει ξανά τέτοιο πρόβλημα!!Έχουν περάσει σχεδόν 20 μέρες και ακόμα δεν υπάρχει καποιο νέο και συνεχίζει η μη ικανότητα ανάληψης των κερδών μου

Thank you for your response. Please forward me all the communication between you and the casino customer support regarding the delay in the processing of your payment at veronika.f@casino.guru.

Dear vasilisgrillis1,

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.