The player from Germany, a VIP at Chipstars Casino, had not received his payout of 3202 euros after 10 days, despite multiple inquiries to support. He reported that responses from support included vague excuses and reassurances, but no resolution had occurred. After the Complaints Team intervened, the casino confirmed that the withdrawal request had been successfully processed, citing necessary gameplay checks as the reason for the delay. The player subsequently received his winnings, and the case was marked as resolved.
Chipstars Casino - Player's withdrawal is delayed.
Amount: €3,202
Chipstars Casino
Safety Index:HighSafety Index
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8.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello CasinoGuru,
I have been playing at "Chipstars Casino" for a while now and I am happy with it. I am a VIP player and fully verified. I have made many deposits/withdrawals.
The last major ones were on January 30, 2025 (5000E) and then on February 7, 2025 (4520E). The payouts each took 7 days, which is a long time.
My last payout was on February 15, 2025 for 3202 euros, which I have not received yet. It has been 10 days now. I contact VIP Support and Live Support every day, but they always give me some excuse.
(-You have no info from the finance team,-It will be processed in the next few hours,-It will be paid out tomorrow.)But it's just not true.That's why I'm writing to you.Here is the last email with Chipstars support:
"Dear Mr. XXX,
We understand your concern and apologize for the unusually long processing time. Please be assured that we are doing everything we can to expedite the process of your withdrawal.
We are in close contact with our finance department and are committed to resolving your issue as quickly as possible. As soon as we have new information, we will inform you immediately.
Thank you for your trust and patience. We value you as our VIP player and thank you for your long-standing loyalty."
But nothing happens.
Maybe you can help me. The problem is I still have about 9500E in my account. I don't want to upset anyone there.
Many thanks in advance.
Automatic translation:
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1 month ago
Dear CGN1990,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
- Which payment method to withdraw your winnings have you opted for? Was it the same one you always use?
- Did you accumulate your winnings with or without an active bonus?
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.
Best regards,
Kristina
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1 month ago
Translation
Hello,
The withdrawal status is pending and I played without a bonus.
The payment method is bank transfer (Sepa). I always use this. On February 14th I made a payment of €74 which only took 1 hour. But for payments of €1000 or more it always takes longer. Here are the pictures of the payments.
Thank you .
Automatic translation:
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1 month ago
Dear CGN1990,
We are writing to inform you that your withdrawal request has been successfully processed. We sincerely apologize for the delay you experienced. Occasionally, additional gameplay checks are required for wins in certain games to ensure all is in order, which can extend the standard timeline for processing withdrawals.
We appreciate your patience and thank you for your continued trust and engagement. We wish you the best of luck in your future games and hope you continue to enjoy playing with us.
The Chipstars Team
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1 month ago
Hello everyone,
Thank you both for your replies.
CGN1990, could you please confirm you've received your withdrawal? Can we now consider this case resolved?
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1 month ago
Translation
Hello Casino Guru,
I actually received the money.
Thank you very much for your help.
Automatic translation:
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1 month ago
Dear CGN1990,
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,
Kristina
Casino.Guru
