Cazino Stars Casino - Player's withdrawal has been delayed.

I requested a withdrawal a week ago

Dear beretta,

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

Yes but normally after 2 working days I had the money in the account. Now the operators in live chat are untraceable... I think there is some scam as cazinosta4s belongs to playx which has already failed.

A disgusting casino. both cazino stars and atlantis slots always belonging to playzax... and the live chat operators have disappeared for a week... I have a withdrawal of 1500 pending for more than a week... shameful. ..who knows what they are up to...I strongly advise against these two casinos...ATLANTIS SLOTS AND CAZINO STARS BOTH PLAYZAX

Dear beretta,

Have you received your cashout yet?

If not, could you please share any communication you received from the casino regarding the issue?

I'll wait for your reply.

No I didn't receive anything

• Could you please share your recent communication with the casino regarding the issue?
• Could you please share a screenshot of your withdrawal request?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I'll wait for your reply.

I have to take the ones sent to Atlantis with their replies into the trash

I would like to withdraw and therefore close my complaints regarding Cazino and Atlantis Slots as I will receive the withdrawals I requested by today

I am unsure if I understand correctly.

Did the cashouts from Cazino Stars reach your bank account? May we consider the issue resolved?

And

Yes, the money should reach me today

Please let me know when that happens.

Money received. everything ok. we can cancel complaint

I asked to cancel the complaint because I received the money. I don't understand the timing. For a complaint I have to wait 15 days... and then to cancel it a month,

If you kindly proceed to close the complaint otherwise the casino will make it difficult for me to keep the account open having paid me the withdrawal. Thank you

Dear beretta,

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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru

We've reopened this complaint at the request of Beretta. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Messages from the player

Unfortunately I waited until today but even though the withdrawal was approved by them, I haven't physically received the money for about a week. I asked for my accounts to be closed because I no longer want to deal with Cazino and Atlantis Slot, two casinos both managed from the same company...stay away...THEY ARE CHEATS...I PREFERRED TO ASK FOR MY ACCOUNTS TO BE CLOSED...BUT I DON'T WANT TO DEAL WITH THEM...I DO NOT RECOMMEND SIGNING UP TO THESE CASINOS

I haven't received payments from either of them. Neither Cazino nor Atlantis just made fun of me by offering me bonuses and then didn't pay me anything. I asked for the two accounts to be closed. They are scammers. Liars.

Could you please confirm what your balance was before you decided to close your casino account at Cazino Stars?

What happened with your pending withdrawal to your knowledge?

I closed both my accounts on both Atlantis Slots and Cazino...I didn't receive any withdrawals, they are impostors. I do not recommend these two casinos. I closed my accounts with them...you win and then they disappear...as well the operators in chat...Christian, Silvio...squatter clowns from the casinos...over the days they did nothing but send me back day after day

Dear Casino.Guru and beretta,

Thank you for reaching out to us and sharing your concerns. We understand that the situation regarding your withdrawals has been frustrating, and we appreciate the opportunity to address this matter.

Upon reviewing your account history, we found the following:

On 15.05.2024, the player requested a withdrawal and was canceled on the same day.

On 30.05.2024, the player requested another withdrawal, which was canceled on 31.05.2024.

The most recent withdrawal request was made on 14.06.2024 and was canceled on 15.06.2024.

The last successful withdrawal was requested on 30.04.2024 and was processed in 48h.

According to our terms and conditions (section 5.19), members of the VIP program who are classified as Beginner, Skilled, or Veteran will receive their requested payouts within a maximum of 7 business days. Since all your recent withdrawal requests were canceled before this period could elapse, the funds were not processed for payment.

We strive to provide a fair and enjoyable gaming experience for all our players, and we're sorry to hear that your experience fell short of expectations. If you have any further questions or need additional assistance, please feel free to reach out to our customer support team. We're here to help.

Thank you for your understanding and patience.

The withdrawal I'm talking about lasted for about two weeks and even more... and I add that during these waits the chat staff couldn't be found... every week someone appeared and said that they are doing what they do every year an internal meeting.... well... I ASKED ABOUT MY WITHDRAWALS AND I WAS TOLD THAT THEY N9N HAVE A TIMELINE... if it hadn't been like this why did I close the accounts? scammers and liars too.... I strongly advise against these impostors

So...it already stinks when you find the same operators in both Atlantis Slots and Cazino, and they tell you not to consider them the same casino...when in reality they come from the merger of a previous failure...there's a scam involved... .I had won 30,000 and then thanks to their way of doing things... they make you play them again... because in order to withdraw them a period of two years would have passed... so you play them again... what I say is truth and verifiable from the systems...and then I repeat if it hadn't been like this I wouldn't have been here writing...and I wouldn't have closed the accounts

After the withdrawal processed as they say in 48 hours...30042024...from that date they no longer even respected the 7 day deadline...they disappeared and put English operators in chat who blocked the chat when you entered... they are impostors... stay away... I'm happy to have settled accounts with them... just a low low low mess

Thanks both parties for your reply.

Dear beretta,

Do I understand correctly you played down your winnings?

Could you please share your interaction with the casino support? Share it here or send me the chat transcripts or email at tomas@casino.guru

Dear beretta,

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.

Let's close the matter, meaning the complaint can be closed

Without confirmation the issue was resolved, we’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.