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Hello, I deposited 50 euros last night.

I managed to win 7000 euros in total.

The casino let me make 4 withdrawals of 500 euros (2000) because it has a daily withdrawal limit of 2000.

I still have 5000 available in my account.

My problem is that my 4 withdrawals are being processed and they answer me in the chat very simply that we will inform you that there was a technical issue and that the relevant team will look into the issue.

What should I be afraid of? I have photographed everything. Will I have a problem with them? And if so, how can I move?

Γεια σας εχθές το βράδυ κατέθεσα 50 ευρώ.

Κατάφερα να κερδίσω 7000 ευρώ συνολικά.

Το καζίνο με άφησε να κάνω 4 αναλήψεις των 500ων ευρώ (2000) γιατί έχει ημερήσιο όριο ανάληψης 2000.

Εχω ακομα 5000 διαθέσιμα στον λογαριασμό μου.

Το προβλημα μου είναι ότι είναι σε επεξεργασία οι 4 μου αναλήψεις και μου απαντάνε στο τσατ πολύ μονολεκτικά ότι θα σας ενημερώσουμε υπήρξε τεχνικό ζήτημα και ότι θα το δει η αρμόδια ομάδα το ζήτημα.

Τι να κάνω να φοβάμαι; Έχω φωτογραφίσει τα πάντα. Θα έχω πρόβλημα με αυτούς; Και αν ναι πως μπορώ να κινηθώ

Dear gioto7,

Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Good evening again!

While I sent my selfie cards the two I made deposits with and my driver's license as requested, today I again sent in the chat and was asked for two more cards that I had tried to deposit at some point in the past, while yesterday I wasn't exactly asked what do they want, yesterday they asked me for the documents, I sent them and today two extra selfie cards, I believe that the same thing will happen tomorrow, I will be asked for something more and so my withdrawal will be delayed more and more! But I should point out that before my withdrawals of 200-500 euros I was never asked to verify anything, and now that I made a good win they put my withdrawals into a technical problem and I had to ask myself to identify the my account because they do the same to everyone. They delay the withdrawals as a technical problem later they ask for verification of details and again they ask for something new every time to delay the withdrawal and the winnings to be played! it's a shame that they inconvenience not only me but also their their customers every time they make a win because it is a very good casino comfortable and with a nice platform! I will come back to the topic in the next days-hours so that you have a complete picture of what is happening.

Thank you very much for your time and I look forward to your help in the coming days.

I'm not saying that the verification is done and should be done in an hour but every day if they ask for something new then the earnings are delayed a lot for no reason!

Καλησπέρα σας και πάλι!

Ενώ έστειλα σελφι τις κάρτες μου τις δύο με τις οποίες έκανα καταθέσεις και το δίπλωμα οδήγησης μου όπως μου ζητήθηκε,σήμερα ξανά έστειλα στο τσατ και μου ζητήθηκαν άλλες δύο κάρτες τις οποίες είχα προσπαθήσει κάποια στιγμή να κάνω κατάθεση παλιότερα,ενώ χθες δεν μου ζητήθηκε ακριβώς τι θέλουν,χθες μου ζήτησαν τα έγγραφα τα έστειλα και σήμερα άλλες δύο κάρτες σελφι έξτρα,πιστεύω ότι και αύριο το ίδιο θα γίνει θα μου ζητηθεί κάτι ακόμα και έτσι η ανάληψη μου θα καθυστερεί όλο και πιο πολύ.! Να επισημάνω όμως ότι παλιότερα οι αναλήψεις μου της τάξης των 200-500 ευρώ δεν μου είχε ζητηθεί ποτέ τίποτα να επαληθευσω,και τώρα που έκανα μια καλή νίκη μου βάλανε σε τεχνικό πρόβλημα τις αναλήψεις μου και έπρεπε να ζητήσω εγώ ο ίδιος να κάνω ταυτοποίηση στον λογαριασμό μου γιατί κάνουν το ίδιο σε όλους.Καθυστερουν τις αναλήψεις ως τεχνικό πρόβλημα αργότερα ζητάνε επαλήθευση στοιχείων και ξανά ζητάνε όλο και κάτι καινούργιο κάθε φορά για να καθυστερήσει η ανάληψη και τα κέρδη να παιχτούν!είναι κρίμα να ταλαιπωρούν όχι μόνο εμένα αλλά και γενικότερα τους πελάτες τους κάθε φορά που κάνουν μια νίκη γιατί είναι ένα πολύ καλό καζίνο άνετο και με ωραία πλατφόρμα! Θα επανέλθω επί του θέματος τις επόμενες μέρες-ώρες για να έχετε πλήρη εικόνα στο τι γίνεται.

ευχαριστώ πολύ για τον χρόνο σας και ευελπιστω στην βοήθεια σας τις επόμενες μέρες .

Δεν λέω ότι η επαλήθευση γίνεται και πρέπει να γίνεται σε μια ώρα αλλά κάθε μέρα αν ζητάνε κάτι καινούργιο έτσι καθυστερούν πάρα πολύ τα κέρδη χωρίς κανέναν λόγο!

I understand your frustration, gioto7. Please bear in mind that sometimes verification is not needed if the amount that you try to withdraw is lower. Have there been any developments since our last conversation?

Dear gioto7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hello, I managed to withdraw the amount of 3850 euros, the rest I could not request a withdrawal, I had exactly 3000 left, forcing me to bet with all this and they were lost within half an hour, I want to report this because I lost 3000 euros because they wouldn't let me to request a withdrawal.. please do something to get the whole amount finally back or at least a part of it would be fair for both parties. thanks

Γεια σας κατάφερανα αποσπάσω το ποσό το 3850 ευρώ τα υπόλοιπα δεν μπορούσα να τα αιτηθω αναληψη 3000 ακριβώς μου είχαν μείνει αναγκάζοντας με όλο αυτό να τα ποντάρω και να χαθούν μέσα σε μισή ώρα θέλω να το καταγγείλω αυτό διότι 3000 ευρώ τα έχασα γιατί δεν με άφηναν να αιτηθω αναληψη..παρακαλώ κάντε κάτι να πάρω η όλο το ποσό επιτέλους πίσω η ένα μέρος τουλάχιστον από αυτά θα ήταν δίκαιο και για τις δύο μεριές . ευχαριστώ

Do I understand correctly that you have received €3,850 and the remaining approximately €3,000 were played and lost?

Yes because I didn't see any progress in the matter and I felt that the money would be lost anyway but I couldn't request another withdrawal anyway..I want to get back a part of how much for the inconvenience only

Ναι διότι δεν έβλεπα εξέλιξη στο θέμα και ένιωθα ότι θα χαθούν τα χρήματα όπως και να έχει αλλά δεν μπορούσα να αιτηθω και ανάληψη άλλη ούτως η άλλως..θέλω να πάρω πίσω ένα μέρος από το πόσο για την ταλαιπωρία και μόνο

Since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear gioto7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding. 

PS: I corrected the disputed amount from €7,000 to €3,000 since the rest of the money has been successfully received.