Casiku Casino - Player believes that their withdrawal has been delayed.

From 9/7/25 I have been trying to withdraw funds. First withdrawal failed to visa debit. Told to try bank transfer, did this and failed due to incorrect details. Tried again failed, cannot process to the payment method. Never once from all 3 failed withdrawals received email to state this so I have had to make contact via chat. Always get the same excuse "I will forward to payments team and they will contact you shortly"

I wait... still no communication. I have spoken with my bank on 2 occasions and they assure me there are no issues their end and cannot see any indication of funds being attemted to be deposited from the casino. I also spoke with chat after the 2nd failed attempt, asking if I bypass bank and use Skrill to withdraw. They told me Skrill was a method they accept. So I open Skrill account, deposit, then go to make withdrawal this way. Hello 😑 no option to withdraw via Skrill on my account. Ask chat to enable, they said it usually happens immediately once it's used for deposit but couldn't explain why it didn't enable for me. "Will get accounts team to look into this" once again...no reply on it. So my last attempt had to be again via bank transfer anyway which still failed. The frustration is I am continuosly being bounced back and forth via chat but no real ressolve because the actual accounts or payments team are not making contact with me to give clear information on why 3 withdrawals have now failed! Each time it fails I have to re attempt withdrawl which sits pending again for a day or 2, just to fail again but I am have never once been emailed to say they failed so I have to make contact with them instead.When my first bank transfer attempt failed they said it was incorrect entry, I sent chat my account number and asked for them to clearly state what numbers and what format I am to enter in withdrawl submission. I did what I was advised, and still failed. Help! I would just like my funds and will not play here again

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please confirm whether the payment methods you tried to use for withdrawal — Skrill and bank transfer — were both properly verified by the casino?

Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika