The player from Austria had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. We marked the complaint as resolved after the player confirmed that the issue was fixed using the dedicated button. The case was closed because the player reported that the winnings had been received and no further action was needed.
Casinova - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €500
Casinova
Safety Index 7.3 Above averageCase summary
Discussion
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1 month ago
Translation
I requested a payout of €500 on September 1st, 2026. The requested payout has remained in "Processing" status for over 3 business days.
According to my account settings, no account verification is required on my end. I have not received a request to submit KYC documents, nor have I been notified of any problems regarding my withdrawal.
When I request an update from live chat support, I only receive automated, pre-written standard replies. These always claim that the chat team has no access to financial data and that I should simply "be patient." There is absolutely no transparency or actual support.
It gives the impression that the casino is deliberately delaying payouts in the hope that players will cancel their withdrawals and gamble away the money again.
Since the stated processing time of 3 working days has expired and my account is fully eligible for withdrawal, I request that Casino Guru intervene and expedite the release of my funds.
Automatic translation:
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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 Cengizk81,
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
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Cengizk81,
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,
Jean
