Chilistakes Casino - Player's withdrawal is delayed and unprocessed.

Hi! On 17.09.2025 I requested a withdrawal of 100 euros from the casino to the card I used to deposit to the WISE card. 4 days later they returned the 100 euros to my account and wrote an email saying that they could not complete the withdrawal due to a technical problem, to choose another withdrawal method. The stadium processing remained, so I could not initiate another withdrawal. Since 20.09.2025 I have been writing to the chat every day to cancel the withdrawal because I cannot initiate another one. Every day they assure me that their team is working on it, so I should calm down....... I wrote them an email on 09.30, saying that they would then transfer the 200 euros in my account to a bank account, I also attached the bank statement, but no one responded. I wrote to the chat again today, but they still keep telling me that they are "working on the problem and to calm down". I don't believe them anymore, I think they are deceiving me, so please help. Thank you

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you have made any successful withdrawals from this casino before?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

When was the last time the casino communicated with you regarding the issue with returning the winnings to your casino account?

Have you used any other payment methods in this casino for depositing or withdrawing?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Could you please specify if you have made any successful withdrawals from this casino before? - I didn't have a paycheck

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification? - I successfully completed KYC

When was the last time the casino communicated with you regarding the issue with returning the winnings to your casino account? - I chat with you every day, but they always just make me believe you!

Have you used any other payment methods in this casino for depositing or withdrawing? - I only paid with my WISE visa card, but they couldn't pay for it for technical reasons. I sent them my bank account statement with a payment statement so they could transfer the 200 euros they didn't charge me, but they didn't even respond.

I wrote a review in Hungarian.

Is there any news yet?

Please forward me all the communication between you and the casino customer support regarding the problem with the withdrawal of your winnings at veronika.f@casino.guru. Thank you for your patience and cooperation.

I sent the email on 2025.10.10

Thank you very much, dolo74, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you dolo74 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Chilistakes Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hello!

Thanks for your patience here as well.

Thank you, Peter, for contacting our management. We appreciate your effort from Casino Guru!

We can confirm that @dolo74 is absolutely right - there is an outstanding balance on his account, and the withdrawal hasn't been processed for a more extended period than usual.

We are working on it with our payment provider, as you come from Hungary and the payout method connected to the account origin (again, Hungary) - we faced the main problems with payouts to Hungarian fiat payment methods. Again, it's not on us; it's on our payment provider. We'll take all the consequences.

As you know, when you walk into the bank and request something, something is always missing (usually one paper) or your account shows a 0.01 EUR debt, and the credit cannot be processed.

We are doing our best to solve this as soon as possible, and we would also like to make a special surprise for @dolo74, as he has been very patient and cooperative.

We will update here as well, as soon as the problem is solved.

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.

Dear dolo74,

As the casino has not updated us, 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 and submit a complaint to them through the validator on the casino website (validator link). 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter