The player from Hungary was facing a delay of 19 days on a withdrawal request of 200,000 HUF from Casea Casino, despite having a fully verified account. The casino's support team had previously confirmed that no further KYC documents were needed, but they later changed their response, citing delays for identity and source-of-funds verification. We confirmed that the winnings were eventually paid out after almost two weeks, so the complaint was resolved. The case was closed because the withdrawal was received and no further action was needed.
Casea Casino - Player's withdrawal is significantly delayed.
Resolved
Our verdict
Case closed
Amount: 200,000 Ft
Casea Casino
Safety Index 7.1 Above averageCase summary
Discussion
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3 weeks ago
Dear Casino Guru Team,
I am filing a complaint against Casea Casino regarding a withdrawal request of 200,000 HUF that has been pending for 19 days. I deposited using my Neteller Mastercard and requested the withdrawal to the same method. My account is fully verified, and I have violated no terms.
On July 29, 2026, the casino support (György) explicitly confirmed via email that my account is fully verified and no further KYC documents are required from my side.
However, after I sent a formal request for escalation, the casino replied on July 30, 2026, shifting their narrative. They cited Terms and Conditions clause 6.16, claiming they are delayed due to "verifying identity and source of funds"—completely contradicting their email from the previous day.
The casino is clearly using stall tactics and delaying my funds without any legitimate, specific reason. I kindly request Casino Guru’s assistance in intervening and urging Casea Casino to process my Neteller withdrawal immediately. I can provide the full email chain as evidence.
Thank you for your help.
Márton
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3 weeks 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 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casea Casino.
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?
- Have you made any previous successful payouts from the casino?
- Did the casino request any documents from you to complete the verification process since they referred to Rule 6.16? Have you submitted any documents already?
- Did you achieve your current balance with the help of a bonus?
- If there is any further evidence or communication, 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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3 weeks ago
Translation
Dear Thomas!
I would like to confirm that I have successfully received the funds, which took almost two weeks. I sent you a notification about this earlier, but it seems that you may not have received it or sent it to the wrong address. I apologize for any misunderstanding and thank you for your assistance. However, I must note that this payout process is extremely slow. It gives the impression that the delay is intentional, encouraging players to lose their money to the system before the payout is processed.
Thank you for taking my case. I would like to quickly update you on developments and answer your questions directly:
Account access: Yes, my account is fully accessible, I can log in.
Previous withdrawals: No, I have not had a successful withdrawal from this casino before.
Verification Documents: No documents were requested. Customer service specifically confirmed via email on July 29th that my account was fully verified and no further KYC was required. Their reference to Rule 6.16 on July 30th was just a general time-wasting tactic.
Bonus money: No, I reached my balance from my own deposited money, without any active bonuses.
(Note: I have just won another 150,000 HUF and requested a new withdrawal. It is currently within the legal processing time, but if they start stalling again for weeks, I will reach out to you guys).
Best regards,
Martin
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Automatic translation:
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2 weeks ago
Dear Fggghz,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
