The player from Germany had two pending withdrawals totaling €190 that had not been processed for months despite submitting all required verification documents. She had not received any responses from customer service regarding her requests. We asked for clarification and supporting evidence, and she later confirmed by email that her account verification had been successfully completed and that the account was fully verified. The complaint was then closed because she did not respond to our follow-up messages and reminders, so we were unable to continue the investigation or secure further action from the casino.
888slots Casino DE - Player’s withdrawal request is delayed.
Closed
Our verdict
Player stopped responding
Amount: €190
888slots Casino DE
Safety Index 8.4 HighCase summary
Discussion
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2 months ago
Translation
No payout for months – customer service is unresponsive (Total €190)
Review text:
I have been waiting in vain for quite some time now for the processing of two outstanding withdrawals totaling €190.00:
€160.00 dated 07/07/2026 (Confirmation ID: 963771271254)
€30.00 from 30.12.2025 (Confirmation ID: 905108224542)
All required verification documents (ID, confirmations) were submitted in full. Despite this, both payments have remained stuck at "Not yet processed" status for months or weeks.
Neither email nor the website's support section has provided any response or clarification. I demand immediate processing and payment of the full amount of €190.00 to my account!
Automatic translation:
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 888slots Casino DE.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Has the casino provided confirmation that your account is verified?
- Would you be able to share a screenshot of the verification status of your player's account?
- Did you achieve your current balance with the help of a bonus?
- Could you please explain the reason for the big difference in dates between the 2 requests?
- Could you please share with me your communication with the casino regarding the issue or other supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Thanks for the information shared via email.
Do I understand correctly that the casino only requested documents for verification recently?
Has there been a situation when you submitted the documents but they were rejected?
Which documents were accepted and which were not, from your perspective?
Looking forward to your reply.
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2 months ago
TranslationHello Tomas,
I have excellent news: I have just received official confirmation via email from 888 that my verification has been successfully completed and my account is fully verified (see screenshot attached).
Now that my account is officially verified, there is absolutely no reason to withhold my payout.
Please request that 888 release the outstanding amount immediately.
Thank you so much for your great help!
Nicole ****
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Dear stiller,
Thank you very much for the update.
We will keep this complaint open until you confirm that your withdrawal has been successful. Please keep me informed about any further developments.
Alternatively, you can choose to mark the complaint as resolved yourself via the dedicated button found in the complaint thread.
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1 month ago
Dear stiller,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
