The player from Kazakhstan had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The Complaints Team had made multiple attempts to contact the casino regarding the player's delayed withdrawals but received no response. Consequently, the complaint was marked as unresolved, and the player was advised to reach out to the Anjouan Gaming Authority for further assistance. The situation remained pending as the team awaited any potential response from the casino.
Caspero Casino - Player claims that payment has been delayed.
Unresolved
Our verdict
No reaction
Black points: 15,893
Amount: €326,372
Caspero Casino
Safety Index:Very lowCase summary
Discussion
Public
Public
2 months ago
Translation
I registered at Caspero.com casino and played. I took deposit bonuses and wagered them, and then made withdrawal requests. Once I managed to withdraw 500 euros to the JETON e-wallet.
But then, I was gambling a lot of money playing live dealer games Lightning Sic Bo, Lightning Dice and Live Roulette.
In total I won 30,000 euros.
They blocked my withdrawal and asked me to verify my account. I sent them all the documents they asked for. Sometimes I had to send them some documents several times because they were not satisfied with the quality.
Now that I have completed all their verification requirements, they are in no hurry to pay me my winnings.
Their daily withdrawal limit is 500 euros.
It turns out that they will pay 30,000 euros in 2 months.
Please help me so that they at least start paying me my winnings. And if possible, help me speed up the process of receiving my winnings.
I am ready to send you all the correspondence with this casino and all the documents that I sent them
Automatic translation:
Public
Public
2 months ago
Dear player,
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 the 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
Public
Public
2 months 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Hello!
I'd like to inform you that Caspero.com casino has started paying out my winnings. I've already paid out €1,000 (€500+€500). There's still €31,000 left.
However, the VERIFICATION section still requires verification. This is confusing. I sent them all the required documents in good quality.
I'd like to receive all my money, but we clicked the "problem resolved" button. The verification situation is still uncertain.
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
2 months ago
Translation
I hit another big multiplier in Lightning Sic Bo. A €260 bet on double fours won with an x88 multiplier and a payout of €22,880.
Now my balance at Caspero.com casino has increased to €49,567
Automatic translation:
Public
Public
2 months ago
Dear player,
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.
Sensitive attachment
Sensitive attachment
2 months ago
Translation
Hello !
No, I haven't received my money. After two withdrawals, they haven't withdrawn any more. I currently have three withdrawal requests for 500 euros each (500+500+500).
At the same time, I still have more than 97,000 euros on my balance.
This casino has a daily withdrawal limit of €500. You also can't have more than three withdrawal requests open at the same time.
My emails go unanswered. They don't tell me anything specific in the online chat and ask me to write an email. It's a vicious cycle.
Please contact Caspero.com casino representatives.
Automatic translation:
Public
Public
2 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Public
2 months ago
Dear MARKKKK,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Caspero Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
Public
Public
2 months ago
Dear MARKKKK,
I´m glad that your account has been verified. Please keep us informed when the casino starts paying you the funds.
Public
Public
2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Sensitive attachment
Sensitive attachment
2 months ago
Translation
I would like to confirm that my balance at Caspero.com Casino has grown to €326,000.
Correspondence with the site's support team is fruitless. They always give the same answers.
Now I'm going to write a complaint to the body that issued the license to this casino if they don't start paying me my winnings.
Automatic translation:
Public
Public
1 month ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (validator on the website) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.
Best regards,
Jana
