Good evening, I requested a withdrawal on the 21/4 and as of today, the 25th of the month, it has not been processed. I have not received any updates on whether there's an issue with my withdrawal. The winnings did not come from a bonus or anything like that, I made a deposit, played, and won. This is the first time I am making a withdrawal and the amount is 364.80€. I have not been asked for any document for verification. In communications via chat, one representative told me it's on hold and will be processed immediately, another representative told me it has passed the check, another told me it is being delayed due to a workload, but I did not get a clear answer on when my withdrawal will be processed. As it's my first time withdrawing at this particular casino, I've not received an informative email and I am concerned about the legitimacy of the site.

Καλησπερα ?χω κ?νει α?τημα αν?ληψη? απ? 21/4 ?χει διεκπεριωθε? μ?χρι σ?μερα 25 του μ?να δεν ?χω λ?βει κ?ποια ενημ?ρωση αν υπ?ρχει κ?ποιο πρ?βλημα με την αν?ληψ? μου τα κ?ρδη δεν προ?λθαν απ? μπ?νου? ? οτιδ?ποτε ?λλο ?κανα κατ?θεση ?παιξα και τα κ?ρδισα ε?ναι η πρ?τη φορ? που κ?νω αν?ληψη το ποσ? ε?ναι 364,80€δεν ?χω καμ?α ενημ?ρωση δεν μου ?χει ζητηθε? καν?να ?γγραφο για ταυτοπο?ηση στην επικοινων?α μ?σω chat ο ?να? εκπρ?σωπο? μου ε?πε ?τι ε?ναι σε αναμον? και θα διεκπληρωθε? ?μεσα ο ?λλο? εκπρ?σωπο? μου ε?πε ?τι ?χει περ?σει τον ?λεγχο ο ?λλο? εκπρ?σωπο? μου ε?πε ?τι λ?γω φ?ρτου εργασ?α? στα καθυστερ?σει αλλ? δεν ε?χα διευκρινιστικ? απ?ντηση για π?τε θα διεκπεριωθε? η αν?ληψ? μου ε?ναι η πρ?τη φορ? που κ?νουν αν?ληψη στο συγκεκριμ?νο καζ?νο δεν ?χω λ?βει ?να ενημερωτικ? email και φοβ?μαι για το αν ε?ναι ?γκυρο site

Dear amariettou,

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,

Tomas

Dear amariettou,

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.