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Good morning, my name is goulas a****** and my email is Go****** 74@outlook.com.gr . I wanted to ask for your help regarding the withdrawal that I requested on July 1, 2024 and I still haven't seen any movement on my account. I have emailed them and haven't heard back yet. Also in live communication they tell me that it is still being processed by their financial department, be patient a little more, that due to their many withdrawals it will take more time to approve the withdrawal. While the instructions say up to 3 days. You know it's very important to me and all this is very soul-destroying for me. So I want your valuable help. Thank you in advance.

Καλημέρα σας ονομάζομαι γουλας α******* κ το email μου είναι Go*******74@outlook.com.gr. Ήθελα να σας παρακαλώ πολύ την βοήθεια σας στο θέμα της ανάληψης που έχω αιτηθεί στις 1 Ιουλίου 2024 κ ακόμα δεν έχω δει κάποια κίνηση στον λογαριασμό μου. Έχω στείλει email προς αυτούς και δεν έχω λάβει απάντηση ακόμα. Επίσης σε live επικοινωνία μου λένε ότι είναι ακόμα υπό επεξεργασία από το οικονομικό τους τμήμα, κάντε λίγο υπομονή ακόμα, η ότι λόγω των πολλών αναλήψεων τους θα πάρει περισσότερο χρόνο η έγκρισή ανάληψης. Ενώ στις οδηγίες τους λένε έως 3 μέρες. Ξέρετε είναι πολύ σημαντικό για μένα κ όλο αυτό καταντά πολύ ψυχοφθορο για μένα. Θέλω λοιπόν την πολύτιμη βοήθεια σας. Σας ευχαριστώ εκ των προτέρων.

Dear antoniosgoulas74,

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 by 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,

Petronela

Thank you very much for your information, but this company does not request data verification for withdrawal amounts below 500 euros. First time I encounter such a problem. I think that the company should inform its customers more quickly and directly about the time of submission of withdrawals and not write up to 3 days on its marquee. We are not argumentative.

Σας ευχαριστώ πολύ για την ενημέρωση σας αλλά η συγκεκριμένη εταιρεία δεν ζητά επαλήθευση στοιχείων για ποσά αναλήψεων κάτω των 500 ευρώ. Πρώτη φορά συναντώ ένα τέτοιο πρόβλημα. Θεωρώ ότι η εταιρεία θα πρέπει να ενημερώνει πιο γρήγορα και άμεσα τους πελάτες της για το χρόνο υποβολής αναλήψεων κ όχι στη μαρκίζα της να γραφει έως 3 μέρες. Δεν είμαστε επιχείρηματιες.

I fully understand your frustration, antoniosgoulas74. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear antoniosgoulas74,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.