Cactus Casino - Player’s winnings haven’t been received yet.

Hello Casino Guru team,

First of all, I would like to express my sincere appreciation for the great work you do and the help you provide to players. As you may know from my previous complaints on your platform, I am not someone who ever submits baseless or unnecessary complaints. However, I am forced to reach out to you once again because I have run out of options, and I trust Casino Guru immensely to help resolve this fairly.

I am submitting a complaint against Cactus Casino regarding an unpaid withdrawal and extremely poor customer service.

On 21.07.2026 at 13:15, I made a withdrawal request of 560 AZN. The status in my casino account was updated to "Successfully completed". However, to this day, the funds have still not arrived in my bank account. More than 48 hours (their maximum timeframe) have passed.

Furthermore, the casino's support service has been very unhelpful and rude:

1. Live chat operators either ignored my messages completely or responded rudely with "You were told to wait", without providing any assistance or transaction receipts.

2. I sent an email to their official support address explaining that the funds were missing and asking for assistance/receipts, but I have received no response to date.

Account Details:

User ID: [redacted]

Transaction Amount: 560 AZN

Date & Time of Withdrawal: 21.07.2026, 13:15

Since the casino marks the withdrawal as completed without actually delivering the funds and refuses to assist me, I rely on Casino Guru's expertise to help me receive my money.

Thank you very much in advance.

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.

Dear Elcin1964,

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 Casino Guru team,

I would like to request an escalation of this complaint.

After marking my withdrawal as "Completed" on July 21st without actually sending the funds, Cactus Casino requested additional documents and a video verification. I immediately provided everything they requested and sent the video to their official email address (⁠support@cactus.casino⁠).

However, it has been 5 days now, and they are completely ignoring me on all channels. As seen in the attached screenshot, their live chat support is ignoring my questions about the video verification, and my emails remain unanswered as well.

Cactus Casino is intentionally stalling the process and displaying disrespect towards both the player and the Casino Guru platform.

I kindly ask you to intervene sooner and shorten the 11-day waiting period, as the casino is refusing to communicate or resolve this issue.

Thank you for your support."

"Dear Casino Guru team,

I am writing to update you on the outrageous behavior of Cactus Casino, as they are now blatantly mocking the entire process and stalling on purpose.

As shown in the full video recording of our chat history:

1. They initially claimed in the chat, "Payment completed, congratulations!" When the funds never arrived, they backtracked and said it was still under review and to wait another 48 hours.

2. They demanded a bank statement and a video verification. I sent both immediately via email (⁠support@cactus.casino⁠) and uploaded the documents in chat. They explicitly confirmed in the chat that they received the bank statement and sent it for investigation.

3. Yet, the very next day, a different live chat agent acted as if nothing had happened, asking "Please clarify the nature of your request, we see no explanation," completely resetting the conversation from scratch.

They have all my data and documents, yet they keep cycling through the same meaningless questions to avoid paying. Since I cannot attach video files directly in this comment section, I have sent the complete screen recording video directly to Casino Guru's support email.

This is no longer a standard payment delay; it is an active mockery of both the player and your mediation system. I urgently request that you bypass the remaining 11-day waiting timer and intervene immediately.

Thank you for your support."

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Elcin1964,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean