Casiny Casino - Player's withdrawal request is delayed.

I have put in a withdrawal request on 30/08/26 (5x $10000, 1x $6000+), the requests took longer than usual to get approved, 1/09/26. I received 4 payments totalling up to $36000 (still missing the last 2 $10000 payments), however got an email regarding proof of payment documents and was told to disregard it by one of the support agents. I realised that there was a prompt under the verifications tab and have uploaded a copy of my bank statement for the past month. I have uploaded the document and I can see that it is verified on my profile, additionally I have sent an email regarding additional documents including my payslip. It has been more than 2 weeks (16 days to be exact) since the withdrawal request. I have been very patient and been waiting for updates but this is ridiculous. They keep telling me that the relevant team has received and are processing the documents but it has been 16 days since the request.

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Dear ronnn,

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.

• Could you please confirm that you have passed the KYC verification in the past? Could you please clarify if your account requires further verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi,

My account has been previously verified awhile back, never had any issues with it since so I was quite surprised when I got an email asking for verification documents (which the support agent initially told me to disregard). I did not use any bonuses to play, only cash.

I have since received my money back into my casiny wallet and got an email saying to try withdrawing with a credit card instead of a bank transfer and that it should work (confirmed by payments team apparently). That was also further declined and have not received any updates as to why. I have tried multiple times to get an update but it is always the same response, saying waiting for updates or responses and never any solutions for the past 3 weeks. I have attached screenshots of most of the emails I've had regarding this issue.

+:

I still do not understand why my money got processed but wasn't sent to me (checked with my bank and they said there was nothing received on their end), why even after saying that its a verification issue (which is reflected as verified now on my profile for awhile since the issue arose) that I'm still unable to withdraw, why my new attempts at withdrawal are getting declined. (note: i have since gambled with that amount and now it is at $40000)

I really hope you can please help me resolve this as it has been 21 days since I've requested the withdrawals and it is making me very frustrated and worried. All I've gotten from then is that they're waiting for a response or they've escalated it to the relevant team but there has never been an explanation regarding the issues (even recommended solutions are declined by their own team). 

Update:

Until now I am still getting the same generic response, no prior questions were answered. Now they have told me that they are having issues with their payment provider but when I checked again the agent mentioned it was my payment provider. When I corrected him he just ended the chat and moved on. There were still no real answer as to why my payments were being declined or any sort of reasoning or explanation for everything that's happened the past month besides that. It feels like they are trying to keep me in a loop and dodge my questions to keep me in the dark.

Dear ronnn,

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, Stefan (stefan.m@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

Dear ronnn,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Casiny Casino to join this conversation and assist in addressing the complaint.

Dear Casiny Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Stefan & ronlim,

We are writing to clarify the current status regarding these withdrawals:

• The requested Source of Funds (SOF) documentation was provided by the player to satisfy necessary compliance requirements.
• Out of the requested withdrawals, $36,000 AUD was successfully processed and delivered. Two $10,000 AUD transfers encountered processing failures and were returned to the player's casino balance.
• Subsequent withdrawal requests were declined due to a technical error on our payment provider's end.

Our finance team is actively following up with the payment provider to resolve this processing issue. We will post an update directly to this thread as soon as we receive a response.

Casiny Team

Hi Casiny,

I wanted to clarify what you said. Why did the first $36000 go through without any further verification while I was told the next $20000 required additional source of funds in order to be processed. Now you are telling me that there was a processing issue?

Dear Casiny Casino,

Thank you for clarifying that the two AUD 10,000 transfers failed and were returned to the casino balance. The subsequently suggested card withdrawal was also declined.

Could you please confirm the current withdrawable balance, whether any source-of-funds requirement remains outstanding, and which payment method can now be used? Please also provide an estimated timeframe for processing the withdrawal. This would help address the continuing payment issue and clarify the player's concern about the earlier verification request.

I am looking forward to your response.

Dear Stefan & ronlim,

We are happy to update you that our payment provider has resolved the technical issue, and all Source of Funds (SOF) compliance checks are fully completed.

We have sent an email directly to the player informing them that they can now reprocess their remaining balance for withdrawal. Once submitted through the cashier, the request will be handled in accordance with our standard processing procedures.

Casiny Team

Dear ronnn,

The casino has confirmed that the technical issue has been resolved and all source-of-funds checks have been completed.

Could you please submit a new withdrawal request for your remaining balance and let us know once you have done so? If you encounter any further difficulties, please inform us.

I look forward to your response.

I have received a payment that was requested on 21/9, currently awaiting for 4 other requests to be approved

Dear ronnn,

Thank you for your response and the information provided.

Please let us know once you receive additional payment.

I am looking forward to your response.

Update:

3/4 of the requests were declined yet again, while the other one is still pending. Can i know why this is happening again after I was told the issue was resolved?

Dear Casiny Casino,

Could you please explain why the player's withdrawal requests were declined?

I am looking forward to your response.

I am starting to get increasingly frustrated with this, there seems to be a pattern here. In less than 24hours after I got the noticed about the issue being resolved, the same thing happens again. I still have 3x $10000 and 1x $101.57 waiting to withdraw. The $101.57 withdrawal was unsurprisingly the only one that gets processed and paid, however it bounces back into my account wallet. The 3x $10000 requests keep getting declined after a short while, however this time it sat as pending for awhile and right when I brought it up again with the support, it instantly gets declined. This repeated pattern is very concerning and I am very fed up with how ridiculous this is.

Casiny Casino, please advise if there is any way to arrange another payment method manually or directly to me.

Dear Stefan & ronlim,

We completely understand your frustration and apologize for the confusion caused by these recent declines.

When you submitted the new payout requests, the system routed them through a new payment processor that unfortunately encountered limits and could not complete transactions of this size. To resolve this, our finance team has escalated your case to switch and process your payouts through the previous payment provider.

We are closely tracking this transfer and will post an update here as soon as we have progress from the finance team.

Casiny Team

Dear Stefan & ronlim,

We have a further update regarding this account.

Our payments team has successfully updated and redirected the withdrawal route to Inpay. As part of this transition, the previous pending requests were declined and the funds returned to the casino balance.

Ronlim, you are now welcome to re-submit a new withdrawal request through the cashier at your convenience, where it will be handled according to standard processing procedures.

Casiny Team

Dear ronnn,

I understand your frustration with the repeated withdrawal declines.

The casino has now confirmed that your withdrawals have been redirected to Inpay and that the funds from the previous requests have been returned to your casino balance.

Could you please submit new withdrawal requests through the cashier and let us know once you have done so? Please also inform us if any requests are declined again or once you receive the payments. We will keep the complaint open while awaiting confirmation that your remaining funds have been received.

I look forward to your response.

I have sent in the new withdrawal requests, 3x $10000 and 1x $101.57, currently waiting for it to be processed and sent to me.

Dear Stefan & ronlim,

We are pleased to provide a final update on your account.

Following your newly submitted payout requests, we can confirm that all 4 withdrawal requests, amounting to 30,101.57 AUD, were successfully processed from our end and paid on 2026-10-02.

Thank you for your patience and cooperation throughout this process.

Casiny Team

Dear ronnn,

Thank you for your response and continued cooperation.

Please let us know once the status of your withdrawal requests changes. Hopefully, they will be processed successfully this time.

I look forward to your update.

I can confirm that the payments is reflected as paid on their end, however I am currently still waiting for the money to be paid into my account.

Dear ronnn,

Thank you for your response.

Please, let us know once you receive the payments from the casino.

I am looking forward to your response.

My payments got bounced back into my account again, after contacting support, I managed to get them to transfer the funds as crypto, I have since received the payments. Thank you for your help.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ronnn,

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,

Stefan