The player from Germany faced issues with a withdrawal approved by the casino on March 18, 2026, which had not yet arrived. While the casino claimed the delay was due to the payment provider, he found the support responses insufficient and sought clarification on the situation despite having previously made successful withdrawals. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team. It was noted that the player could reopen the complaint in the future if he chose to resume communication.
Beef Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €200
Beef Casino
Safety Index 7.4 Above averageCase summary
Discussion
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3 months ago
Translation
Good day,
My withdrawal has been approved and finalized by the casino since March 18, 2026, however the money has not yet arrived.
The casino says that they are not the problem because it lies with the payment provider.
Since yesterday, an inquiry has been submitted to the payment provider, and another one today. The support staff are barely addressing my questions, making it difficult for me to understand the situation. Every response ends with me being informed by email.
I have previously requested and received several withdrawals. Two withdrawals following this problematic one also worked perfectly. Therefore, my question is why there are such problems with this withdrawal.
I have been verified since the beginning.
Unfortunately, I cannot imagine that this will be resolved over time, and therefore I am asking for your help here.
Thank you!
Automatic translation:
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3 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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3 months ago
Dear Gigabait,
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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of 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
Petra
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3 months ago
Dear Gigabait,
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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3 months 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,
Petra
Casino.Guru
