The player from Mexico had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. We had advised the player to wait at least 14 days for processing, as delays could occur due to KYC verification or high withdrawal volumes. After the recommended time frame had passed, we requested an update but received no response. Consequently, the complaint was closed due to the lack of communication, though the player could reopen it if needed.
ChillBet Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: Mex$20,000
ChillBet Casino
Safety Index 8.3 HighCase summary
Discussion
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1 month ago
Translation
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*User ID: U28462755*
*Problem: Withdrawal of $20,000 MXN held and illegal advance fee demanded*
On 08/05/2026 I requested a withdrawal of $20,000 MXN to my bank card ending in 7365.
Since May 10, 2026, my withdrawal has been stuck at "95%" with the message "Fast withdrawal channel processing error." ChillBet claims that "The Central Bank is processing the remittance request," which is false because Banxico does not manage casino payments.
To "fix" the error, ChillBet is demanding I pay $1,000 MXN upfront as a "5% commission" for exceeding the free limit. This is an illegal fee. A regulated casino should never ask for money to release your own withdrawal.
*Evidence of bad faith:*
1. I was able to withdraw $5 MXN before without any problem, but they block large amounts.
2. I see a queue of 17,116 people with a 260-hour wait, a tactic to frustrate the user.
3. The withdrawal status has been stuck at 95% for 3+ days without progressing.
I request Casino Guru's intervention to ensure ChillBet releases my $20,000 MXN payment without requiring any upfront fees. I have screenshots of the error message, the fee request, and my current balance as evidence.
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 Charro3y25,
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
Dear Charro3y25,
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.
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1 month ago
Dear Charro3y25,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
