The player from Germany had been waiting for a €700 payout since June 4th, 2024. Initially given excuses in the chat, they eventually became unable to reach support or receive responses to messages despite having all documents in order. The Complaints Team advised patience, stating that withdrawals could take weeks, and suggested waiting at least 14 days before escalating. The player later confirmed receiving an email that the payout was processed and the money was received. The complaint was marked as resolved.
Cazino Stars Casino - Player’s withdrawal has been delayed.
Amount: €700
Cazino Stars Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
I have been waiting for my €700 payout since June 4th, 2024. Initially, I was given excuses in the chat, but for about a week now, I can't reach anyone in the chat, or it won't even open. There's also no response to my messages. My documents and everything are in order. What can I do now if I can't talk to anyone???
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3 months ago
Dear suseundstrolch,
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,
Veronika
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3 months ago
Translation
Ok, thank you very much for the answer..
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3 months ago
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So, today I received an email about the payout. I hope it works.. Thanks
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3 months ago
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***RETURN SUCCESSFUL
Dear Susan,
We are pleased to inform you that your withdrawal request has been successfully processed and your withdrawal is on its way.
Your payment should be available in your bank account within the next 3-5 business days, depending on your bank.
Treat yourself to something nice and visit us again soon for more fun and games.***
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3 months ago
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So, it's done, the money is there.. Thank you. LG
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3 months ago
Dear suseundstrolch,
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,
Veronika
Casino.Guru
