Casea Casino - Player's withdrawal is delayed.

mets ceci :

I am filing this complaint regarding a delayed withdrawal of CHF 58,000 from Casea Casino.

My withdrawal request was submitted on August 1, 2026. Casea initially informed me that withdrawals are normally processed within 3 business days, starting from the day after the request. Based on that timeframe, the standard processing period should have ended on August 5.

However, the withdrawal has still not been processed.

Since then, I have contacted Casea Customer Support and their VIP support repeatedly. I have kept and documented all of their responses. Unfortunately, I have received numerous generic and contradictory explanations, without any concrete resolution or firm processing date.

Among the explanations I have received:

I was told that my withdrawal was being processed and that there was nothing to worry about.

I was told that the Finance Department was handling the withdrawal.

I was told that the matter had been escalated to the relevant department and/or VIP Manager.

I was told that my account had just been verified, although another conversation subsequently confirmed that my account had actually been verified approximately one month earlier.

I was also told that an internal audit is carried out for all players and that this was the reason for the delay.

These explanations are inconsistent with each other, and despite my repeated requests, nobody has provided me with one clear and consistent explanation for the delay.

I have fully complied with all requirements from Casea. My account is verified and, as far as I have been informed, there is no outstanding action required from my side.

I have been extremely patient and cooperative throughout this process. I have contacted Casea numerous times and have given them multiple opportunities to resolve the matter directly.

At this stage, I am no longer looking for general assurances such as "your funds are safe", "please be patient", or "the withdrawal will be processed as soon as possible". I am requesting concrete information and concrete action.

I would therefore appreciate Casino Guru’s assistance in obtaining:

A clear explanation of the actual reason for the delay;

Confirmation of the current status of the CHF 58,000 withdrawal;

Confirmation of whether any verification, audit or other procedure is genuinely outstanding;

A concrete timeframe for completion of the withdrawal.

I have retained screenshots and records of the conversations and emails with Casea, including the different explanations provided by their support agents, and I can provide them as evidence.

I would appreciate your assistance in resolving this matter with Casea and obtaining the funds that are currently being withheld.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Which documents did you send to the casino for KYC verification, and when exactly were they approved by the casino?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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

Dear guiz1885,

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,

Veronika