Chipstars Casino - Player’s withdrawal has been delayed.

I am becoming increasingly concerned about the way that my withdrawal is being handled. I was playing on Sunday, 9th March and made the withdrawal request just after midnight so technically, it was Monday; however, the answers I am being given concern me.

On Monday I was told it would be processed within the VIP time frame of 1 -3 hours. This never happened, so I was then told it would be later on Monday. The withdrawal never came.

On Tuesday (11/03) I was told it would definitely be processed today and I would receive the funds. I waited all day and nothing happened.

I spoke to them Tuesday and was told they did not know what was happening and could not give me any answers.

Today, I have been in live chat, and I am being given the same copy/paste answers and telling me how the understand my frustration and to email the relevant team.

I have sent 3 or 4 emails and I am getting no response from the emails, so I am at a complete loss as to what is going on. This seems like a very unusual situation to be in as I am being told it is happening over the last 3 days and nothing is happening, hence me reaching out for help.

I would appreciate any support in which you can offer in getting to the bottom of this.

Thanks

Dear pgibbyuk1,

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 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.

Hi

The casino have apologised for the delay and the withdrawal has been made today.

Thanks

Peter

Dear pgibbyuk1,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru