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. The player reported multiple delays and a lack of communication from the casino regarding the status of his withdrawal, which had remained 'pending' despite assurances of timely processing. After persistent follow-ups, the casino confirmed that the withdrawal had been successfully processed. The issue was marked as resolved, and the player confirmed receipt of his winnings.
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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2 months ago
Translation
On October 28, 2025, I requested a withdrawal of €5,200 from ChipStars.bet (Games & More BV, Curaçao license OGL/2023/121/0086).
My account is fully verified, and according to the casino's own terms and conditions, the usual processing time for withdrawals is 24 to 96 hours.
On October 30th, at the request of the finance team, I was instructed to make a partial payment of €2,000, with the promise that the remaining amount of €2,800 still requested would be transferred "at the beginning of the following week".
More than ten days have passed since then without the money being received or any concrete information on the processing status being provided.
I have inquired several times via email, both with support and the finance team, and most recently, on November 7, 2025, I set a formal deadline for the legal department ( [email protected]
) sent, with a deadline of Friday, November 7th, 12:00 PM CET.
So far there has been no response and no payment.
I have documented all emails, screenshots and evidence of communication and can gladly provide them to CasinoGuru.
I request your support so that ChipStars.bet can finally process the outstanding payout completely.
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2 months ago
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.
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2 months ago
Dear andrewa,
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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2 months ago
We sincerely apologize for the delay in processing your withdrawal. Unfortunately, there has been a temporary delay in transaction verification with our payment provider, which resulted in a longer processing time than usual.
Your withdrawal request is now in its final stage, and we can confirm that the payout will be completed within the next 3 business days.
Thank you for your patience and understanding. We truly appreciate your cooperation and trust, and we assure you that we are taking all necessary steps to prevent such situations in the future.
Kind regards,
Chipstars Team
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2 months ago
Translation
Thank you for the feedback.
I have read your message and acknowledge that, according to your statement, my payout is now in its final phase and will be completed within the next three working days.
I therefore expect that this deadline will be met and that the amount will be paid out in full no later than Thursday, November 13, 2025.
If no payment is received by then, I will report this immediately to CasinoGuru so that the case can be pursued further.
Best regards
*****
Edited by a Casino Guru admin
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2 months ago
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To clarify:
ChipStars' official response stated that my payout would be "completed within three working days".
According to the common definition in payment transactions, "completed" clearly means that the payout is fully completed and the money has been received in my bank account – not just that the transaction was initiated from their side.
I therefore assume that the amount must actually be credited to my account no later than Thursday, November 13, 2025.
Should this not be the case, it would mean that ChipStars has not kept its own public promise.
Best regards
*****
Edited by a Casino Guru admin
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2 months ago
Dear andrewa,
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.
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2 months ago
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Hello Attila,
Please read the introduction above from this morning.
Thanks!
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2 months ago
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Hello,
I would like to give a brief update on my case.
Today (Wednesday, November 12th) I contacted Chipstars again via live chat, as I have not received a reply to any of my emails since Thursday, November 6th. [email protected] , [email protected] or [email protected] I received a reply.
In the chat, I was informed again that there is "still no update from the responsible department." The payout status remains "pending," even though Chipstars stated in their public response via CasinoGuru that the payout would be completed within three business days.
Since today is already the second working day of this period, I expect the payment to be processed today so that the amount will be in my account by Thursday, November 13th at the latest.
However, I have not yet received any confirmation that the transaction has actually been initiated.
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2 months ago
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Hello,
I would like to add to the current status:
So far I have not received any new feedback from Chipstars – neither by email nor via live chat.
There has been no response to my message here at CasinoGuru either.
The payout status on the Chipstars website remains unchanged at "pending", which means that the transaction has not yet even been handed over to the payment provider.
Since Chipstars stated in their public response via CasinoGuru that the payout would be completed within three working days, there is now only one working day left to keep this promise.
I therefore request a concrete explanation of how Chipstars intends to ensure that the payout will actually arrive in my account no later than Thursday, November 13, 2025.
Best regards
*****
Edited by a Casino Guru admin
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2 months ago
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Update:
I'm attaching screenshots of my recent chats with Chipstars support.
They have repeatedly confirmed that my payout has been approved and is "on schedule" to be in my account by Thursday, November 13, as also stated in their public response here.
However, the status remains "pending", and none of my emails to Finance, Support or Legal have been answered for almost a week.
I will provide another update tomorrow, depending on whether the payment arrives as promised.
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2 months ago
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Hello,
I'd like to give a brief update:
Unfortunately, nothing has changed this morning (Thursday, November 13th, around 10:00 am).
The payout status at Chipstars remains "pending", the transaction has not been executed and there is no confirmation or payment reference.
I have also not received a reply to my emails to Finance, Payment or Support yet.
According to Chipstars' public statement on this platform, the payout should be completed within three working days.
Today is the third working day, but the payment has not yet been processed.
I will update the case again later today if anything changes by then.
Best regards
*****
Edited by a Casino Guru admin
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2 months ago
Dear andrewa, thank you for the provided information. Please let us know whether your withdrawal has arrived at the assigned date.
Thank you in advance for your reply.
Best regard,
Attila G.
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2 months ago
Translation
Hello Attila,
Thank you for your feedback.
Unfortunately, as of now (1:30 PM) neither the payment has been received nor has ChipStars provided any new information.
The status of my payout is still "pending" and I have not received any response from Finance, Payment or Legal since November 6th.
Since ChipStars has publicly confirmed on CasinoGuru that the payout will be completed no later than today, I expect the actual payment to arrive sometime today.
I will of course keep you updated as soon as there is any news.
Best regards
*****
Edited by a Casino Guru admin
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2 months ago
Update (Donnerstag, ca. 16:15):
I have just been informed by Chipstars support that no payment will be processed today.
This means they have officially failed to meet the publicly stated 3-business-day deadline that they committed to on CasinoGuru, and the withdrawal is still "pending".
Chipstars previously promised that the funds would arrive in my bank account by today, Thursday.
This commitment has now been broken.
Even though the promised date has already been missed, I still expect the payment to be executed immediately and to finally arrive tomorrow, Friday.
I will update the complaint first thing in the morning if anything changes or if the funds arrive.
Attached are the screenshots from today’s chat, where Chipstars clearly confirmed that:
– no payment will be sent today,
– the finance team provided no update,
– and the deadline cannot be met.
Please update the complaint status accordingly, as requested.
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2 months ago
Update (Friday, 10:00):
I would like to provide a status update regarding my withdrawal from Chipstars.
As of this morning, nothing has changed:
– the withdrawal is still pending in my account,
– I have not received any payment,
– and I have not received any update from Chipstars by email or chat since yesterday.
This means that the casino has now exceeded not only the publicly stated 3-business-day deadline they committed to on CasinoGuru, but also the additional timeframe they personally promised me (funds arriving on Thursday).
Despite the missed deadline, I still expect the payment to be executed immediately today.
If no progress is made by the afternoon, I kindly ask CasinoGuru to escalate this matter further, as the casino has now failed to meet multiple commitments.
I will continue to provide updates throughout the day.
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2 months ago
Dear,
We are pleased to inform you that the withdrawal has now been processed successfully. Thank you very much for your patience and understanding throughout this process.
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2 months ago
Dear andrewa, could you please confirm whether you have received your withdrawal?
Thank you in advance for your reply.
Best regards,
Attila G.
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2 months ago
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The payout arrived today. However, I must emphasize that the entire process was completely unacceptable. The multiple delays, the lack of response to my emails for almost a week, and the failure to meet the publicly promised processing time of three business days have severely damaged my trust in this casino. Without the constant pressure from CasinoGuru, the payout would very likely have been delayed even further. I hope this experience remains documented so that other players are warned and ChipStars urgently improves its internal processes and communication.
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2 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 andrewa,
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
