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Hello, I am experiencing a problem with this particular casino. My account has been verified, and I requested a withdrawal of my winnings. It has been four days, and I still haven't received the money. I spoke to customer service, and they told me withdrawals usually take a maximum of three days, but it's already been four. When I ask them why this is happening, they keep telling me the same thing every day - that they are communicating with the responsible department, but are getting no response.

Γεια σας αντιμετωπίζω πρόβλημα με το συγκεκριμένο καζίνο. Εχει γίνει επαληθευση του λογαριασμου μου και ζήτησα ανάληψη των κερδών μου. Εχουν περάσει τέσσερις ημέρες και ακόμη δεν έλαβα τα χρήματα. Μίλησα με την εξυπηρέτηση και μου λένε ότι διαρκεί maximum τρεις ημέρες οι αναλήψεις ενώ εχουν περάσει τέσσερις ημέρες. Τους ρωταω γιατι συμβαίνει αυτο και μου κενέ κάθε μέρα τα ίδια ότι επικοινωνούν με το αρμόδιο τμήμα αλλα δεν τους απαντά

Dear Kouratzina,

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

Today I was told by the service that on Monday I will receive my earnings while we wait

Σημερα μου είπαν απο την εξυπηρέτηση ότι τη Δευτέρα θα λάβω τα κέρδη μου οποτε περιμένουμε

Good evening. Back to the topic, I was told by the casino that I would be paid today. They still haven't paid me, I contacted the service and they say we have no information from the financial department, while the same girl confirmed the preparation that I will be paid on Monday. I want you to help me because it looks like they are lying to me

Καλησπέρα σας. Επανέρχομαι στο θέμα, μου είπαν απο το καζίνο ότι θα πληρωνόμουν σημερα. Ακόμη δεν με εχουν πληρώσει, επικοινώνησα με την εξυπηρέτηση και κου λένε δεν εχουμε καμία ενημέρωση απο το οικονομικό τμήμα, ενώ η ίδια κοπέλα μου επιβεβαίωσε την παρασκευη ότι θα πληρωθώ Δευτέρα. Θελω να με βοηθήσετε γιατι απο ότι φαίνεται μου λένε ψέματα

I have a problem, today they paid me and put half the money, I requested a withdrawal of €310 and they paid me €155, I also have receipts. I speak to the service and they tell me as soon as we know more we will let you know

Εχω πρόβλημα σημερα με πλήρωσαν και μου έβαλαν τα μισά χρήματα ζήτησα απόσυρση 310€ και μου πλήρωσαν 155€ εχω και αποδείξεις. Μιλάω στην εξυπηρέτηση και μου λένε μόλις μάθουμε νεότερα θα σας ενημερώσουμε

Dear Kouratzina,

I sincerely apologise for the payment discrepancy you encountered, and I understand your frustration. It seems there was a misunderstanding related to a partial withdrawal offer with a 50% bonus, resulting in half the requested amount being processed.

I want to assure you that there was no malice intended, and this was simply a miscommunication. I have already initiated the process to chase the remaining €155 and ensure the accurate processing of your payment.

I am committed to resolving this promptly. Your understanding means a lot to us, and we value your trust.

If you have any further concerns or questions, feel free to reach out directly to me. I have also sent you an email.

Thank you for your patience as we work to rectify the situation.

Victoria

Mrs. Victoria, good evening, I have also sent you an email. I want my money asap. Thank you very much

Κυρία Βικτόρια καλησπέρα σας εχω στείλει και mail. Θελω τα χρήματα μου το συντομότερο. Ευχαριστώ πολυ

Good morning, I contacted customer service again today about the matter and they say they have spoken to the financial department and I will be informed today. However, I have no information

Καλημέρα επικοινώνησα σημερα ξανά με την εξυπηρέτηση πελατών για το θέμα και μου λένε μίλησαν με το οικονομικό τμήμα και θα ενημερωθώ σημερα. Ωστόσο δεν εχω καμία ενημέρωση

Good morning, I tried to contact the casino again today and they tell me from the service that the other half of the money has been returned to my game account. Anything that is a lie, I have proof for everything. Mrs. Victoria who replied here publicly yesterday, I try to contact her on her email and she writes to me that the address was not found. Please I need help

Καλημέρα σας προσπαθώ να επικοινωνήσω παλι σημερα με το καζίνο και μου λένε απο την εξυπηρέτηση ότι τα αλλα μισά χρήματα εχουν επιστρέψει στο λογαριασμό παιχνιδιού μου. Κατι το οποιο ειναι ψέματα εχω και αποδείξεις για ολα. Η κυρία Βικτόρια που απάντησε χθες εδω μεσα δημόσια προσπαθώ να επικοινωνήσω μαζί της στο mail της και μου γράφει ότι η διεύθυνση δεν βρέθηκε. Σας παρακαλώ χρειάζομαι βοήθεια

I just received the other half of the money from the casino. I want to say a big thank you to Mrs. Victoria

Μόλις έλαβα και τα αλλα μισά χρήματα απο το καζίνο. Θελω να πω ένα μεγάλο ευχαριστώ στην κυρία Victoria

And a big thanks to casino guru

Και ένα μεγάλο ευχαριστώ στο καζίνο guru

I made a deposit, now €35, they took the money from my account and closed my account

Εκανα κατάθεση τωρα 35€ μου τα πήρε τα χρήματα απο το λογαριασμό και μου έκλεισαν το λογαριασμό

Dear Kouratzina,

I am delighted that the second part of your withdrawal has been successfully processed, and you now received the full amount.

I want to sincerely apologise once again for any inconvenience this may have caused. I appreciate your patience, and I'm thrilled we were able to resolve this matter as promised.

Upon checking your player account, I noticed a new deposit has been received and enjoyed by you. However, I also can confirm that the account balance is now at 0, and account has been closed as per your request via email. I'm sorry if we fell short of your expectations, and I want to express my gratitude for being a part of our community.

Wishing you all the best in and out of gaming world. If you ever have any questions or if there's anything else I can assist you with, please don't hesitate to reach out. Thank you for your understanding, and take care!

Warm regards,

Victoria

Dear Tomas with permission of Kouratzina, I think we can close this complaint now. Thank you

Dear Kouratzina,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and RichPrize Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru