The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The complaint was resolved when the casino confirmed that the withdrawal had been successfully processed. Despite the initial delay, the player was encouraged to confirm receipt of the funds. However, due to a lack of response from the player, the complaint was ultimately closed.
Chipstars Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: €500
Chipstars Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Hello, before there are any misunderstandings, I know that it has only been 3 days since I requested my withdrawal. BUT... when a casino makes such big promises about processing withdrawals within 24 hours, and the most important thing for the casino is to also boast about this motto, but then realizes that these are not isolated cases, I am of the opinion that everyone has the right to ask themselves after the 24 hours have passed whether they should go all out and file a complaint. Especially since this is not the first time, in my case, that the withdrawal process has been dragged out! Just 2 weeks ago I lost €600 with a similar stunt... this time I want my money, even if I don't want to go down that route... I can't help it that they advertise such fast withdrawal times. Thank you in advance for your time and understanding of my site, and if anything changes in the status of my withdrawal, I am of course prepared to post this immediately.
Automatic translation:
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4 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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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4 months ago
Translation
NO NO NO I can neither accept nor tolerate that!
If a casino advertises and states in its terms and conditions that withdrawals are processed within 24 hours, I can't expect players to wait weeks...?!? I can't think of a comprehensible reason for that...
Either you attract customers with very fast payouts and keep this promise or you attract customers with fast payouts but cannot or do not want to keep them
...then I call that deliberate consumer fraud...!
Automatic translation:
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4 months ago
Hello,
We would like to inform you that the withdrawal has now been successfully processed.
We appreciate your patience and understanding. If you have any further questions or require additional assistance, please do not hesitate to contact us.
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4 months ago
Dear Chipstars Casino, thank you very much for the update and for processing the withdrawal. We appreciate your communication and effort in resolving this matter.
Dear player, could you please confirm whether you have received the withdrawal funds? Your confirmation will help us close this case or assist you further if needed.
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4 months ago
Dear player,
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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4 months 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,
Dominika
Casino.Guru
