The player from Germany faced difficulties withdrawing his winnings of €7,500 from the casino. Despite his VIP status allowing €1,000 withdrawals per day, two out of three payouts were canceled after three days, leading to delays in receiving his funds. The player’s withdrawal limit was reduced multiple times due to inactivity in deposits, and cancellations of payouts caused him to lose his entire balance of €14,000. After investigation, it was found that no withdrawals were pending and the player had no remaining balance. The complaint was closed as rejected since there were no funds left to pursue, although the casino’s handling of cancellations and limit reductions was noted as poor.
Casina Casino - Player's withdrawal requests are delayed.
Closed
Our verdict
Other
Amount: €7,500
Casina Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
Hello and good day,
I won €7,500 playing Wanted at the casino. My VIP status allows me to withdraw €1,000 per day.
However, 2 out of 3 payouts are always cancelled after 3 days, and it takes a very long time for the money to arrive.
As I said, my limit is 1000 euros per day. I never exceed that, and the system wouldn't allow it otherwise.
Automatic translation:
Public
Public
2 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.
Public
Public
2 weeks ago
Dear MCLovin0312,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past? When was the last time the payout from this casino was credited to your bank account?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
2 weeks ago
TranslationHi
Yes, the account is verified. Withdrawals from this exact winnings have already been made. The winnings were without a bonus.
Automatic translation:
Public
Public
1 week ago
Thanks for the reply.
Please let me know whether the casino processes your payouts or whether our intervention is necessary.
Looking forward to your update.
Public
Public
1 week ago
TranslationHi, the money comes in bit by bit. So everything takes an extremely long time. My daily withdrawal limit was also reduced from 1000 to 700. And I think it will drop back down to 500 per day.
Is that normal?
The answer is that my level automatically decreases if I stop depositing. But if I win 7,500, it's only logical that I'd want to withdraw that first before depositing again. I currently have a total balance of 14,000. I should add that no withdrawals are currently being canceled.
Automatic translation:
Public
Public
1 week ago
Dear MCLovin0312,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@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,
Tomas
Public
Public
1 week ago
TranslationUnfortunately, their modus operandi seems to have worked. Payments were systematically canceled, thus delaying the processing of payments.
I've lost my balance because of that.
A maximum of 3 payouts can be processed, but they should be completed within 72 hours.
That was not the case.
which makes a realistic payout limit of 3.5K per week unfeasible.
I had the profits at the point where I should have been able to withdraw 1000 per day.
Since I didn't make any deposits, and despite a profit of 20k, it makes sense that I didn't deposit anything.
But that reduced my intake to 500 per day.
For me, this is a system that isn't player-friendly. Deposits are always possible, but withdrawals aren't. Maybe I'll still get my money back. Otherwise, I want to distance myself from this casino.
Automatic translation:
Public
Public
4 days ago
Dear MCLovin0312,
Could you confirm what your current account balance is, and whether there are any withdrawals still pending?
best regards
Hadi
Public
Public
4 days ago
TranslationMy current account balance is 0 and no further withdrawals are pending. Due to their delays and unjustified cancellations, I've lost it all.
I was supposed to be able to withdraw €14,000 per month. Shortly after winning, my account was downgraded. Withdrawals were canceled, and my questions were no longer answered.
I even asked them not to cancel my withdrawals anymore. But that didn't help either.
Automatic translation:
Public
Public
4 days ago
Dear MCLovin0312,
Thank you for confirming. I'm sorry it ended this way.
With no remaining balance and no pending withdrawals, there is nothing left for us to pursue, and we'll be closing this complaint as rejected. The cancellations and the reduction of your limits while you were actively trying to withdraw were poor handling on the casino's part, and that will be reflected in our assessment.
For any future situations like this, it's worth leaving the balance untouched while a complaint is still open. It's the only way we're able to effectively push the casino to release the funds.
I wish you better experiences ahead.
Hadi
