The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was resolved when the casino confirmed that the withdrawal had been successfully processed. The player was informed that the payment would soon reach him, and he later marked the complaint as resolved. We appreciated his cooperation throughout the process.
Chipstars Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,750
Chipstars Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
I requested a withdrawal of €2,750 from Chipstars.bet on Sunday, September 28, 2025.
To date, more than 10 days later, this withdrawal has not been processed or paid out.
My account is fully verified (KYC completed), and the withdrawal was requested as a regular bank transfer (SEPA).
My original deposit was made via SEPA Instant, which was credited immediately.
According to Chipstars.bet’s own policies and terms and conditions, withdrawals are:
usually processed within 24 hours,
and even in exceptional cases, authorized within 96 hours (4 days) at the latest.
Despite repeated contact via email, I have not received any concrete information.
In the end, I simply received a standardized response from the Finance Department, citing a "high volume of payout transactions."
However, no date, no confirmation of release, and no proof of an ongoing transfer were given.
After more than 10 days without a payout or concrete information, I consider this a clear violation of their own terms and conditions and an unreasonable delay in the payout.
I therefore request CasinoGuru's assistance in getting Chipstars.bet to finally process my withdrawal or provide me with a verifiable explanation for the delay.
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Key facts:
Casino: Chipstars.bet
Payment date: September 28, 2025
Payout amount: €2,750
Payout method: Bank transfer (SEPA)
Deposit method: SEPA Instant
Account Verification: Fully Completed (KYC)
Communication: Only standard response from the Finance Team ("due to high volume of requests...")
Status: No payout and no binding information for over 10 days
I am willing to provide the casino and CasinoGuru with all supporting documents (e.g., email correspondence, screenshots, KYC confirmation).
Many thanks to the CasinoGuru team for their assistance in resolving this case
Automatic translation:
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2 months ago
Dear andrewa,
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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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 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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2 months ago
Dear,
We would like to inform you that the withdrawal has now been successfully processed.
We sincerely apologize for the delay and appreciate your patience throughout this process.
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2 months ago
Dear Chipstars Casino,
Thank you for the information.
Dear andrewa,
At this stage, it should just be a matter of time before the payment reaches you.
I will keep this complaint open until I receive your confirmation of a successful withdrawal.
Kindly let me know as soon as the payment has been received.
Best regards,
Attila G.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear andrewa,
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,
Attila
