The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. He later reported repeated failed withdrawals, cancelled and reversed payouts, and restrictions linked to an alleged bonus/wagering issue, while the casino kept giving standard replies and “external processing error” explanations. We asked for further details and the case was moved to a dedicated resolver for direct follow-up with the casino. In the end, he confirmed that the full outstanding winnings had been received after three months, so the complaint was marked as resolved.
Cashed Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €800
Cashed Casino
Safety Index 7.8 Above averageCase summary
Discussion
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1 month ago
Translation
Subject: Not received €800 payment despite confirmation
Dear Casino Guru Team,
I request your assistance with a withdrawal problem with Cashed2.
I requested a withdrawal of €800. According to the casino, there had already been three previous withdrawal attempts due to an alleged external processing error. Each time, I was informed that the withdrawal could not be processed successfully for this reason.
Finally, I received notification that the payment had been successfully processed and sent on July 21, 2026. However, the amount has still not arrived in my bank account.
I have contacted support multiple times and explicitly requested proof of payment and a transaction ID (ARN/RRN). Instead of a concrete answer, however, I keep receiving generic, standard replies without any proof of the alleged payout.
Since the money is neither in my player account nor in my bank account, and since there have already been several alleged external processing errors, I am now very concerned and ask for your support in clarifying this case.
I can of course provide you with all emails, screenshots and other evidence if required.
Thank you for your support.
Best regards
Marcel
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1 month 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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1 month ago
Dear Marshal187,
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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1 month ago
TranslationThank you for your feedback.
I understand that withdrawals can take time. However, in my case, the casino states that the withdrawal was successfully sent on July 21, 2026, and is no longer being processed.
The money has still not arrived in my bank account, nor is it in my player account. Furthermore, I have repeatedly experienced problems with alleged "external processing errors" during withdrawals.
I have repeatedly asked the casino for proof of payment or a transaction ID, but only receive generic standard replies.
Of course, I will wait out the 14-day period. However, I wanted to inform you now about the special circumstances and will update the case after the deadline if the payment has still not been received by then.
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1 month ago
TranslationSubject: Another complaint – Payment of over €800 was cancelled and reversed without any comprehensible explanation
Dear Casino Guru Team,
I would like to add to my previous case, as the situation has worsened again.
I requested a withdrawal of €800 from the casino. I was repeatedly informed that the processing time would be 3-5 business days. This time has already passed, and the withdrawal has not yet arrived in my bank account, nor has I received any comprehensible explanation.
I then contacted live support and asked for an explanation as to why the payout had not yet been processed and where the money was.
Shortly after I contacted support again and requested clarification, the payout was suddenly cancelled and the amount of €800 was credited back to my casino account.
Up to this point, I received no clear explanation for why the payout was withdrawn. I find it highly questionable that the amount only reappeared in my gaming account after the announced processing time had expired and I had contacted support again.
I ask Casino Guru to investigate this matter and request a concrete explanation from the casino:
Why was the payout of over €800 cancelled?
Why wasn't I informed about this transparently?
Was the payment even forwarded to the payment service provider?
Why was the amount only refunded after my renewed inquiry?
I would like a transparent explanation and support to ensure that the payment is processed correctly.
Thank you so much for your help.
Best regards
Marcel
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1 month ago
TranslationHello Casino Guru Team,
I would like to add some important information to my case.
The payout of €800 has not only been cancelled and credited back to my casino account, but I am currently unable to make any new payouts.
The reason given is a bonus or alleged wagering requirements. However, I did not use this bonus and did not play any games with it. Nevertheless, my withdrawal options have been restricted.
Casino support has not been able to give me a concrete explanation so far and is simply referring me to a responsible department.
I request that you include this new development in my case and ask the casino for a clear explanation as to why my withdrawal was blocked and on what basis.
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1 month ago
Dear Marshal187,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
TranslationHello,
I will contact you again regarding my outstanding payments.
I haven't received the money yet. The payouts have failed multiple times due to alleged external processing errors. I've since requested another payout of €50, and the amounts of €400 and €300 are still outstanding. Currently, however, I haven't received confirmation that the payout is being processed successfully, nor have I received the payment itself.
The problem persists unchanged. I have contacted customer service multiple times, but each time I only receive generic, standard replies without my specific issue being resolved.
Additionally, I would like to mention that I lost part of my balance because the existing bonus prevented me from withdrawing my funds. Despite my repeated requests, the bonus was not removed, which further complicated the situation.
Based on my past experiences, I now have little confidence that I will receive my money.
Thank you.
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1 month ago
TranslationHello,
I find it very disappointing that I've been waiting for a response for a week and haven't received any real help so far. I contacted you because I need support with my issue, but the long wait is unacceptable.
Since I have not received a solution yet, I would like to cancel the process hereby and not continue it.
Thank you for your understanding.
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3 weeks ago
I’m sorry for the delayed response and understand your disappointment, especially given the ongoing withdrawal issues and the difficulties you have experienced in obtaining a clear explanation from the casino.
If you would give me us a chance to help you, I would appreciate the opportunity to review the situation further. Could you please clarify the following:
- Are withdrawals still restricted?
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC (Know Your Customer) verification?
- Could you please confirm that you did not use a bonus to accumulate the funds related to your previous €800 withdrawal?
- Please provide a screenshot of your withdrawal history and all relevant communication with the casino to jean.s@casino.guru (if you send an email, please notify us in the complaint thread) or post the screenshots.
This information will help us better understand the situation and determine how we can assist you further.
If you still want to close your complaint, I understand. Please confirm whether you want me to close the complaint.
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3 weeks ago
TranslationThank you for your feedback. I would like to describe the situation again in detail and clarify:
I did not use any bonus for the €800 in question. The money was accumulated entirely without a bonus.
Of the total outstanding amounts, I have now received €300. €400 and €50 are still owed.
According to the casino, the two outstanding withdrawals were already processed or marked as completed on the 5th. However, the money has not yet arrived in my account.
Since then, the casino has repeatedly given me the runaround. Each time, I'm told to wait another 5-7 business days. However, this period always passes without the money arriving. The reason given is regularly some kind of external processing error.
In total, I've now been waiting for my money for over two months. Receiving the €300 at all was more or less by chance, or an exception. The same problems persist with the remaining amounts.
I have contacted the casino multiple times via email and also through VIP support. Unfortunately, I only ever receive standard replies and am repeatedly told to wait another 5-7 business days. I haven't received a concrete explanation as to why the withdrawals haven't arrived despite the "completed" status.
I definitely don't want to close the complaint and would be very grateful if you could follow up on the case. I hope you can get the casino to provide a concrete explanation for these repeated delays and actually pay out the outstanding €450.
Thank you for your support.
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2 weeks ago
TranslationNo response for 6-7 days – not even a brief reply or any form of assistance.
I have a specific problem with a payout at another casino and I even sent you the requested photos via email.
Since then: absolute radio silence. No confirmation, no processing, no help, nothing at all.
This is definitely not what I call customer service. If you need support with a problem and are completely ignored for almost a week, that's unacceptable to me.
I no longer wish to use this service or collaboration. My experience has unfortunately been entirely negative, and my rating reflects this.
Very poor customer service. No communication. No support. That's it for me.
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2 weeks ago
Please understand that just because I don't respond the very next day, it doesn't mean I'm unwilling to assist you. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. While we strive to provide prompt responses, please note that we handle over 800 complaints simultaneously, each requiring thorough investigation and analysis.
If you have a complaint for another casino, you have to open a new complaint for that.
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2 weeks ago
After providing the necessary information, your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Jean
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2 weeks ago
TranslationHello, a quick update on my case: I have finally received the full outstanding payment after three months. Therefore, the matter is resolved and can be closed. Thank you very much for your support!
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1 week ago
Hello Marshal187,
We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Martina will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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4 days ago
Dear Marshal187
I'm so glad to hear that your money has arrived! I'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.
