The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. The payment had not been processed yet. The issue was marked as resolved by the player through the complaint system. We acknowledged the resolution and closed the complaint accordingly. The player was encouraged to contact us again if any future issues arose.
Cashed Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €41,389
Cashed Casino
Safety Index 8.0 HighCase summary
Discussion
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3 weeks ago
Translation
Ladies and Gentlemen
I am contacting you because I have been experiencing significant problems with the withdrawal of my account balance since the beginning of June 2026.
My account currently has a balance of €41,389.55. Since the beginning of June, I have been continuously submitting withdrawal requests. Only three requests are active at any one time, each for over €800, so I am strictly adhering to the specified withdrawal limits.
Despite this, my withdrawal requests are not being processed. Instead, I am regularly given vague assurances in the live chat, such as "Your money is safe" or "The payout will be processed soon." However, I receive no concrete information about the processing status or a binding timeframe.
A particularly problematic aspect is that the stated processing time of three business days is never met. After waiting times of sometimes more than seven days, the payment requests are even deleted without any comprehensible explanation, meaning the entire process has to be started again.
I would like to point out that my account is fully verified and I have never played with bonus funds or any other bonus-related resources. Furthermore, a withdrawal of €800 was successfully processed just last month, so there should be no restrictions regarding my verification or withdrawal method.
The current situation is extremely worrying for me. Despite a substantial account balance, I currently have no way to access my own money. Since all previous attempts to contact them have been unsuccessful, I am now seriously uncertain whether and when the outstanding payments will even be processed.
I therefore urgently request your support and a prompt clarification of the matter. In particular, I request a comprehensible explanation for the repeated delays and cancellations of my payment requests, as well as the quickest possible release of the requested payments.
I have been an active player on this site since 2024.
Thank you in advance for your support.
Best regards
Automatic translation:
Public
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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
Dear Kpam,
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
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3 weeks ago
TranslationHello Karla,
Thank you for your feedback.
As mentioned previously, I have been fully verified for years. Furthermore, I have been regularly requesting withdrawals since June 1, 2026, so the processing time is now significantly longer than 14 days.
Therefore, I would like to know how I should proceed from here.
With a balance of over €40,000 and a payout of only €800 per transaction – assuming it's even approved after more than two weeks – the full payout of my balance would take years. This seems neither practical nor comprehensible.
I also find it difficult to understand why processing cannot be completed within the stated timeframes due to a high volume of requests. From a customer's perspective, it should be possible to adhere to the communicated processing time of a maximum of three business days. Other providers sometimes process payouts within minutes or at the latest within a day.
Thank you for your support.
VG
Automatic translation:
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kpam,
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,
Karla
