Art Casino - Player claims that payment has been delayed.

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Dear Stavrosch1,

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

Dear Stavrosch1,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, My withdrawals were already approved by the casino, but I have not received any payment yet. My account is fully verified and I have provided all requested documents. Additionally, the casino removed funds from my account without a clear explanation. I am still waiting to receive my approved withdrawals totaling €1,300. Please let me know if you need any further information from me. I am ready to cooperate fully. Thank you for your assistance.

Dear Stavrosch1, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Stavrosch1,

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.

Hello Karla,

Thank you for your response and for looking into my case.

I would like to clarify the following:

• I have not made any successful withdrawals from this casino before.

• My winnings were accumulated after playing casino games with both real money and a small bonus.

• I did not place any sports bets, only casino games.

I am attaching screenshots showing that my withdrawal requests were received and confirmed by the casino. Despite this, I have still not received any payment, and funds were removed from my account without a clear explanation.

I fully cooperated with verification and provided all requested documents. Therefore, I kindly ask for your assistance in contacting the casino and helping resolve this situation, as I believe the delay and fund removal are unfair.

Please let me know if any further information or documents are needed from my side.

Thank you very much for your help.

Kind regards,

Stavros

Dear Stavrosch1, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you please clarify the exact date when you requested the withdrawal?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation.

Karla

Hello Karla,Thank you for your reply.• I requested the withdrawals on February 4, 2026.• I have not had any successful withdrawals from this casino before.• I selected Bank IBAN as the withdrawal method, which is the same method I used for my deposits.• Currently, the withdrawals were previously approved, but I have still not received the funds in my bank account.I am also attaching screenshots showing the withdrawal requests and confirmation emails from the casino.Please let me know if you need any further information.Thank you very much for your assistance.Kind regards,Stavros

Dear Stavrosch1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lala jean.s@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Stavrosch1,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Art Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Hi Lala,

We are a bit confused here. Player is active, has regular deposits/withdrawals and clearly we can not know what is missing and from when.

There was one situation on 3rd of February when player reached maximum withdrawal amount from Cashback Received. At the time of withdrawal request rest of balance was forfeited according to Bonus T&C.

If this is what player is asking we can provide proof, if there is something else please give us exact and precise information so we can investigate properly.

Artcasino Team

Hello,Thank you for the clarification. However, I would like to clarify that the €11 bonus was provided to me by support after I asked if there was any small bonus or free spins available.It was not clearly explained to me that this was a cashback bonus, and I do not recall being informed about any maximum withdrawal limit related to this bonus.I simply received the €11 in my account and continued playing. Later I managed to reach around €1300 and requested withdrawals.Thank you.

Dear Stavrosch1,

Before moving forward, I would like to ensure we are all discussing the same bonus.

To clarify the situation properly, can you please tell me the date you received the €11 bonus? Could you please confirm whether the €11 you received was indeed the same cashback bonus the casino is referring to?

Additionally, to help us verify how this bonus was described or communicated to you, do you have any screenshots of your conversation with live chat or email support regarding the €11 bonus?

If so, please upload them here in the complaint thread.

These details will allow us to better understand whether the bonus was clearly presented as cashback and whether the associated withdrawal limitations were properly communicated.

Thank you once again for your cooperation.

Hi Lala,

Following clause applies for any deposit or no deposit bonus. It is the same for all bonuses on Artcasino.

10.1.3 Bonuses that are received with a no-deposit requirement (free spins, cashback, cash reward, money reward or any other form of received bonus or cashback or money reward) have a maximum withdrawal limit of 50 EUR, 50 CHF, 50 AUD, 50 CAD, 500 NOK, 200 BRL or 200 PLN. In case bonus received is more than 50 EUR, maximum withdrawal in that case is 5 times received amount. Bonuses that comes with a deposit requirement (clause 10.2,10.3) have limits on withdrawal of 5 times deposit amount. Any balance above maximum withdrawal amount is forfeited manually once player reach maximum withdrawal amount or when player requests withdrawal.

Artcasino Team

Dear Stavrosch1,

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.

Hello Lala,Thank you for your time and assistance.I would like to clarify that the €11 bonus was provided to me by live chat support after I asked if any small bonus or free spins were available. At no point was it clearly explained that this was a cashback bonus or that there was a strict maximum withdrawal limit of €50.I was able to continue playing normally and reached approximately €1300. I was also able to submit withdrawal requests of €1000 and €300, which were accepted by the system.If there was indeed such a strict maximum withdrawal rule, I believe it should have been clearly communicated to me in advance or technically enforced by the system. Allowing me to continue playing and to request such large withdrawals created a misleading impression that my winnings were valid.Additionally, the bonus was given manually by support, which makes it even more important that the terms should have been clearly explained at the time.For these reasons, I kindly ask you to review this situation carefully, as I believe the terms were not transparent and the handling of my balance was not fair.Thank you very much for your help.Kind regards, Stavros

Hello Stavrosch1,

Thank you for your latest clarification. Since you mentioned that you were playing with bonus and real money, I want to understand the balance movement during that time you received the cashback bonus. Could you please provide a few additional details?

• Did you make any deposit after receiving the €11 bonus?
• If yes, what was the amount and on what date was this deposit made?
• What was your real-money balance right before the €11 bonus was added to your account?

These details will help us verify the timeline and correctly determine whether the bonus terms were applied properly. Thank you in advance for your cooperation.

Dear Art Casino Team,

Thank you for your previous explanation. Since we have now confirmed that we are talking about a cashback bonus, we kindly ask you to provide the proof you mentioned earlier. You can send it to jean.s@casino.guru.

Thank you in advance for your cooperation.

Hi Lala,

Player had a balance of 0.04 Eur when Cashback of 11 Eur was added to players account balance. This was on 3.2.2026. There was no additional deposit from player during active bonus period.

We have sent you proofs over email.

Artcasino Team

Dear Stavrosch1,

Thank you once again for your patience and for providing all the details regarding your experience. I truly understand how upsetting it must be to see your winnings removed, especially after believing everything was progressing normally.

After reviewing the complete information from both sides — including the evidence provided by the casino — we must conclude that your winnings were indeed subject to the cashback bonus rules. According to the casino’s records, the €11 cashback was added to your balance on 3 February 2026 at a moment when your real-money balance was €0.04, and no further deposits were made during the active bonus period from February 3 to February 4. This confirms that your gameplay and subsequent winnings fell entirely under the conditions of a no-deposit (cashback) bonus.

Unfortunately, this type of bonus carries a strict maximum withdrawal limit, and any amount exceeding that limit must be forfeited. Based on the documentation submitted to us, the casino followed these rules as stated in their terms. During the withdrawal, the excess amount was removed and left in your balance €55 have applied a maximum withdrawal amount of 5 times received cashback.

I understand that this outcome is disappointing and that you feel the bonus terms should have been communicated more clearly. Your concerns about transparency are valid and have been noted. However, with the available evidence and the rules in place, we cannot consider the casino’s actions to be a violation of their terms.

For these reasons, we must consider your complaint unjustified.

Thank you for your cooperation throughout the process. I truly hope your future gaming experiences will be clearer and more positive.

Kind regards,

Lala