Chipstars Casino - Withdrawal of player's winnings has been delayed.

Dear CasinoGuru Complaints Team,

I would like to raise a formal complaint against Chipstars regarding an unresolved withdrawal.

1. My account has already been successfully verified.
2. I deposited £1,000 without using any bonuses, and my balance reached £1,800 through regular play.
3. My deposits were processed instantly, but my withdrawal has been delayed for an unreasonable period of time.
4. I have been told repeatedly by Chipstars support that the withdrawal has been "approved" and that the delay is due to the payment provider. However, in my professional experience in the iGaming industry (providing RGS services to operators), I know this explanation is misleading. Payment providers operate under strict SLAs, and such delays would never extend beyond 48 hours.

I have attached chat logs and screenshots as evidence.

My position is clear:

1. I have been told that everything, including KYC verification, was fully approved on Monday, therefore there should be no reason to hold the balance.
2. Chipstars has accepted deposits instantly but is failing to honour withdrawals
3. Their support team is providing false or misleading explanations, which suggests intentional delay.
4. I want my £1,800 withdrawal processed immediately, and my account permanently closed once the funds are received.

I request CasinoGuru’s assistance in resolving this matter and holding Chipstars accountable.

Dear TDE91,

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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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.

Dear Chipstars Casino,

Thank you for the information.

Dear TDE91,

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.

Hi Attila,

I still see it as pending in the transactions list through the site.

They have emailed me to say it's been completed but my transaction history doesn't show that and funds have not arrived either.

I will keep you updated if it does change and the funds do arrive.

Well that's interesting, I can no longer check anything, site throws an SSL certificate error:

Dear TDE91,

Do you have any updates for us? Are you still experiencing issues accessing the website?

Best regards,

Attila G.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear TDE91,

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