The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. After confirming that the player had not used an active bonus and reviewing the provided communication with the casino, we facilitated the resolution of the issue. The player marked the complaint as resolved, indicating that the winnings had now been successfully processed.
Chipstars Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
Chipstars Casino
Safety Index:HighCase summary
Discussion
Public
Public
5 months ago
Translation
Good morning everyone,
On June 22, 2025, at 7:27 PM, I requested a withdrawal of €3,000 from Chipstats.bet, which has not yet been processed. Chipstars' terms and conditions state a processing time of 24 hours.
My account is verified and I have already made small withdrawals, which were always processed within 48 hours.
After repeated inquiries via live chat, I received a response on Wednesday that a new payment system was being integrated, which might delay processing. Starting Thursday, I was told that my withdrawal would likely be prioritized.
I didn't notice anything until Monday...
When I asked again why it was taking a week to process, I was told that the payment team was working on it and doing their best.
Yesterday the status was changed from OUTSTANDING to PENDING (MONEY RESERVED).
This gave me peace of mind for the time being and I was told that the amount would be transferred within 24 hours at the most.
Nonsense... This morning the status was changed back to PENDING.
I have never had any problems with withdrawals from online casinos.
The maximum time so far has been 3-4 days and that is comparatively quite long for today's times.
Before I made the €3,000 withdrawal, I had canceled my withdrawal three or four times and continued playing. Until I decided I wanted to withdraw the €3,000.
I get the feeling that the money is being held tactically in the hope that I'll lose it... or at least that's how it feels.
I would be happy if you could support me here.
Many thanks and kind regards
Automatic translation:
Public
Public
5 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.
Public
Public
5 months ago
Dear player,
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.
Public
Public
5 months ago
Translation
Very good morning,
Unfortunately, I still haven't received my money.
The payout status remains "PENDING".
I have been told several times that everything is in order for the payout.
But it still hasn't been processed.
Edited
Automatic translation:
Public
Public
5 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Did you accumulate your winnings with or without an active bonus?
Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Public
Public
5 months ago
Translation
Good evening,
I was able to win the prize without an active bonus.
I have sent you the relevant screenshots of the live chat via email.
Best regards
Automatic translation:
Public
Public
5 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 player,
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,
Dominika
