Chipstars Casino - Player's withdrawal has been delayed for months.

Hello, on July 3rd, when I tried to cash out, I received an email attachment "3J".

On July 10th, I collected all the necessary documents and sent an email with an explanation. Attachment "10 Jule".

On August 13, when more than a month had passed, I wrote to the support team on the website. I was told I would receive a response within 48 hours. I haven't received a response. Attachments "1", "2".

On August 18, I wrote to the support team on the website again. Attachments "3"

(I've exceeded the attachment limit)

Another month passed, I wrote to the support team on the website again

After that, a few days later, I actually received an email from support

I sent them my 2023 tax return, which clearly shows I'm paying taxes on poker. This is the response I received:

On the same day, I sent them my tax return and a bank statement for 2024.

I didn't receive a response.

Almost another month passed, and on Monday, October 13th, I checked with the support team on the website to see when I should expect a response. They said I'd receive a response by Friday, October 17th.

I still didn't receive a response.

It's been 4.5 months since I've been waiting for the withdrawal.

My account currently holds 10,226 euros, plus a pending withdrawal that's no longer showing up in my account.

Many times they promised to answer me and did not answer, but I, for my part, answered all their requests as quickly and in detail as possible, attaching the necessary documents.

I have all the screenshots of the chat conversations and all the emails.

I hope this is all just a misunderstanding and my issue will be resolved fairly.

Sincerely, Pavel

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.

Dear TOP_reg,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it definitely shouldn't take months.

To better understand your situation and move the process forward, could you please provide the following details:

• Could you please advise which documents you have already provided apart from those you listed in your message?
• Has the casino indicated that there might be a problem with approving specific documents?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello, Kristina! Thanks for the quick reply.

On July 10th, I sent a notarized copy of my passport, my face next to my passport, and my account ID, along with a bank statement. I received no response.

Then, on August 13th, a month later, I asked in the support chat when I would receive a response.They told me to send the same documents again. I did it the same day. They told me I would receive one within 48 hours. I received no response.

I waited 5 days and wrote in the chat again.

I have limitations on attaching screenshots, I'll continue in the next post

On September 22nd, I received an email asking me to submit my tax return.

I have limitations on attaching screenshots, I'll continue in the next post

I submitted for 2023. I received a quick response asking me to submit for 2024 or 2025.

I sent it with an explanation that there is no declaration for 2025, and it can only be in 2026.

After submitting my tax returns for the last two years, I waited another three weeks but still received no response.

On October 13th, I checked the website to see when I'd receive a response. They told me it would be by Friday, October 17th.

On Friday, I still hadn't received a response.

On Friday, I still hadn't received a response.

I waited another three weeks, wrote in the chat again, and said I'd be forced to write to the relevant forums, but I still didn't receive an email response.

Dear TOP_reg

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear TOP_reg,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Chipstars Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear Martina,

We have sent a detailed email directly to your address for your review regarding this complaint. Please feel free to contact us if you require any further information.

Thank you.

Thank you very much Chipstars Casino Team for the email.

I have responded. Please check it out, once you have a chance.

Hi Martina,

Thank you for your prompt response. We have read your email and replied back.

If there’s anything else you need in the meantime, please feel free to reach out.

Thank you very much Chipstars Casino for the information provided.

Now to sum it up, we do need to wait, for some additional checks to be completed. Dear Chipstars Casino Team, please let us know as soon as you have some news.

Thank you very much in advance

Dear Martina,

We have sent you an update via email regarding the case.

Thank you for your assistance.

Dear TOP_reg, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

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.