The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player reported that KYC verification had been completed and smaller withdrawals had been processed successfully. The casino acknowledged the issue and assured that it was being actively resolved. The complaint was marked as resolved after the player confirmed satisfaction with the outcome.
Chipstars Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,800
Chipstars Casino
Safety Index:HighCase summary
Discussion
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4 months ago
Translation
Hello everyone,
In the case I am now presenting here, it concerns payments I requested, which have been continually dragged out since July 5, 2025, under the same pretext.
Admittedly, I have canceled some of the applications myself in order to adjust and increase the payout amount.
(Which, however, wouldn't have happened in the first place if my inquiries had been processed much more quickly and I could have simply submitted further withdrawal requests instead.)
For a better understanding, I need to explain this a little further:
In my case, after having lost money quite foolishly a few times, I'd like to make smaller withdrawals in the meantime to avoid the risk of crashing my entire bankroll...
So I choose a random amount that should guarantee me a profit no matter what... After several days, however, I see that the withdrawal still hasn't been processed. My bankroll has also continued to grow since then, and I would now like to secure another portion of it...
Unfortunately, this casino only allows one withdrawal at a time. So, I canceled the open withdrawal request and increased the amount to X.
Now, another endless cycle passes at this point, with this amount simply not being processed. Even a week later, I can still cancel the request without any problems. (Even though I've been assured in the support chat several times upon request that the payouts are currently being processed by the responsible employee in the finance department, etc.)
- When I inquired again a few days ago, they apologized for this and then gave as their reason that, due to a new management staffing level, many payment and verification processes for customer accounts have come to a standstill, and they are already working at full speed on a solution for this as soon as possible...
- A few weeks earlier, there were alleged difficulties with the financial service provider.
- I'm starting to feel a bit like I've been ripped off... Deposits are processed more or less in real time, and then when I try to withdraw, all sorts of problems suddenly arise...
- Since July 5th, I've been in constant contact with live customer service, but they keep sending me the same "copy & paste"-based text, which just keeps putting me off.
What must also be mentioned here is
The fact that the casino also offers a VIP program with specific benefits for certain more active players, of which I am one. (Higher buy-ins, bonus programs, cashback bonus increases, etc., but also faster processing of withdrawals)
This VIP status remains with players for life...
This led to me eventually being contacted personally via WhatsApp, offering me a variety of VIP offers. Communication with my own manager, Sandra, was always very friendly and went far beyond the usual promotional messages from this casino.
I received messages every 3-4 days, sometimes simply asking how I was doing. That was really something very positive on the casino's part.
Until I made fewer deposits and withdrew smaller amounts more frequently...
I no longer receive any messages at all and instead I am simply given a quick once-over in the live customer chat, via email, or when I write to the number via WhatsApp and ask about the status of my payouts.
The fact is that there are now €2,800 pending and another €4,500 in my customer account, which I would like to withdraw immediately as well, as I will definitely turn my back on this casino and leave as soon as possible.
Of course, in this current situation, it can only be in the casino's best interest to delay my withdrawal until, ideally, the entire amount remaining in my account is automatically lost through reckless gambling... I've already given signs of this myself in certain gaming situations in the past. So, actually, it's not all that stupid.
From a moral point of view, however, this is more than questionable and reprehensible.
I am happy to provide screenshots of the withdrawal requests, chat histories, and deposit and withdrawal terms from both Chipstars Casino and Games & More BV .
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
The KYC verification had already been completed and smaller withdrawals had already been successfully executed.
The number of withdrawal requests, however, could actually be somewhat higher because, as already mentioned, I was still able to cancel the payment request without any problems even after 3-4 days (although I was assured in the chat at the same time that the request was already being processed).
Technically speaking, something like that shouldn't actually be possible at this point... But it showed me that nothing has been done in the background so far.
I'm also fully aware that I may have gone a bit overboard here, that I'm reacting overemotionally, and that with each day that I have to wait, I'm becoming impatient and almost crazy.
But it's partly because I'm going on holiday next week and I don't want to have to deal with things like this and would prefer to have the whole thing sorted out by then.
But for now, I'll be patient and keep you updated.
Nevertheless, thank you very much.
Edited
Automatic translation:
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4 months ago
Hello dear player and Casino Guru team,
We just want to inform you that we have acknowledged the issue and that we are actively working on resolving it.
Please don’t worry — everything will be taken care of as soon as possible.
Thank you for your patience and understanding.
Best regards,
Chipstars Casino Team
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4 months ago
Translation
In case I don't reply for a few days because I'm on vacation, I'm here.
Edited
Automatic translation:
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4 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
