Cider Casino - Player's withdrawal request is delayed and unresolved.

On 27 December, I logged into Cider Casino and one about $9000. They told me that if I sign up to my PayPal account that I could have instant payout so I did so they took their time, but they eventually started paying me out about a half hour afterwards, but they paid me out in the increments of $1500 they charged me $75 per deposit that they made while they were still making the deposit to me. I won $73,000 on 29 December when I decided it was time to cash out at $73,000. I pressed cash out. I went to sleep. I woke up the next day with no money in my PayPal account so I looked at my account through the game. They said all the funds are processed as failed so I contacted them. They assured me that my funds were in good hands so I waited a couple days. Still nothing well in the meantime, they contacted me and said that that my players were played out, but I have no idea what they were talking about until like a week later when I found out when I was sleeping after Night Shift my six-year-old son had my game but I still did this days. Don’t think he was smart enough to be able to do what they’re saying that he did but either way that shouldn’t matter because when I pressed cash out the money should’ve went to my PayPal account, I have several screenshots to prove that they promised me that they tried several attempts to send the money to PayPal, but they just lied to me. I contacted PayPal. They agreed with me. There was no deposit even made so this time. I’m like upset with my son, but then I get realizing that there’s no way that he could’ve done that cause he’s not that smart then to think that they said that they kept on trying to make multiple attempts to try to pay my winnings to PayPal then they lied about it then they made up a story about how that it should be apple‘s fault my phone because of the security on it wasn’t strong enough. I literally laughed at that and then they tried saying that they didn’t try to pay PayPal that they sent the money back to my account and the place got paid out before they could deposit it now remind you I went to PayPal willing to pay willing to pay the $75 fee for every deposit up to $73,000 roughly about $5000. I didn’t mind doing that because it was a great winning for me so I didn’t care but now since I did that I was supposed to have immediate payout so when I cashed out that night, 29 December, the money should’ve been in my PayPal account if it was not in my PayPal account, they should’ve froze my account or if they would’ve seen $73,000 being played down to zero but not one single cash out along the way they should’ve had a red flag something’s not right here but they didn’t so they’re holding my $73,000 and they will not pay me plus I have all the screenshots. I have all the evidence to prove that they’ve lied multiple times just one thing after another, I just want my money back. I even offered to settle them like I’ll even take some of it just so I can get some of the money but now I’m pissed off at the point where that I want $73,000 and some for painting suffering, but I have more information. I have more more evidence if you need it just let me know. I’ll be happy to forward it to you since

Sincerely, **** *******

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Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm that you have passed the KYC verification?
• Is the balance of $73,000 still available in your account?
• Have you made any successful withdrawals in this casino before?
• Additionally, could you please forward your correspondence with the casino? You can reach me via email at attila.g@casino.guru, or attach 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.

Best regards,

Attila

Yes, I have passed the verification. Then also as well too yes I did receive money from them already. Like I said I won like eight or 9000. I can’t remember the exact on December 27 but they only paid me out in increments of $1500 but they took out $75 per deposit so it was $1425 per deposit but while they were paying me that out that’s when I won the 73,000. So then after all this happened so I decided to play a little bit more to see if I would win anything so I won like 300 and something dollars so I was able to cash it out through PayPal and like they said when you do PayPal, it’s within like a half hour so that’s why I’m so upset about the fact that when I cashed out and I want to sleep this was a life-changing amount of money for me when I woke up the next day when I looked in the PayPal account, there was nothing in there. No new deposits that’s when I looked pack up the account in my game. Then they had all of my previous winnings completely erased off my sheet and they said all of my new ones that they were gonna pay me were failed.

My lawyer told me to get a hold of the PayPal and see if I can do a chargeback on all my disputes because technically I paid them a lot of money with hopes of winning or losing not just flat out losing so I’ve argued with them guys right now trying to get some money back at least

Just wondering if we have any updates

Dear Player, Thank you for your response. I would like to confirm my understanding: you have successfully received payments from this casino in the past, but currently, your balance of $73,000 has been voided? If so, could you kindly clarify whether the casino provided any explanation regarding the confiscation?

Thank you for your patience and cooperation.

Hi again sorry I didn’t see this email but I’m really happy you are taking the time to help me out with this. This was a really a life changing situation so like I previously stated on 27 December is when I won about eight or $9000 and they said if I go through PayPal I’ll have instant payout so I went through PayPal but they were gonna charge me $75 and the only way they pay you out is if they they charge you $75 per 1500 payout so so every like half hour there would be 1425 would go into my checking account through through PayPal. That went on for a couple days then on the 29th I won the 73,000 but they still weren’t finished paying me out from the previous one yet so when I decided to cash out at 73,000 I shut my phone off, and I had went to sleep because I assumed this was a couple days after Christmas. I just had a life-changing event happened to me my a divorce was just finalized. I was just getting back in my feet. My house was just in need of furniture like everything was working perfectly so when I woke up that morning, I checked the PayPal there was nothing in it then I looked over at the cider app then realized that there was nothing in there still and it said all of my transactions were not processed so I didn’t know what was going on at first I thought literally I was hacked. I still think I was hacked. I don’t know what happened so then like a week goes by arguing with these people they’re trying to tell me that I used all my play out, but I did not use my play out so then 23 days go by and I talked to my wife and she said that my son was on my phone. He’s only six years old but I don’t think he’s smart enough to be able to do play $73,000 down without one single cash out at all which I think is just weirdly weird but the main thing that the issue that I’m having is they claimed me and I have all the screenshots for it that they tried and tried and tried again to deposit the money into PayPal, but PayPal wouldn’t accept it so that I contacted PayPal and they said absolutely not they’re lying and so I went back-and-forth for a couple weeks and then it just then they started switching it off on me to wear my Apple phone security wasn’t strong enough. I need to contact Apple then they’re trying to tell me that that that I played all the playoff $73,000 down without cashing out one time regardless of anything that happened after that when I pressed cash out into my bank, the money should’ve been in my bank no advance butts about it, but I have a lot more information. If you need to just let me know. Thank you again for so much for helping me because nobody else is even thinking about helping me so thank you so much thank you thank you thank you

Hey, I’m just checking in to see if you guys have made any progress. I know you guys are working hard on it so I appreciate all the extra effort you’re putting into it. Thank you very much.

Dear Player, thank you for your response.

You have mentioned that the casino claims that the balance has been lost during regular gameplay. Could you please forward your game history covering the relevant period? I suggest requesting the complete game history directly from the casino in Excel format.

Additionally, could you please share your communication with the PayPal support as well?

Thank you very much in advance for your reply.

Hi Attila, thanks for fighting this. No, the balance was not lost—here’s the full Excel of all PayPal communications showing deposit/withdrawal timeline [attach Excel if ready]. Also attaching PDF of all screenshots (account balance, win proof, requests).

PayPal support replies: [Paste or screenshot key ones here, e.g., any denials/approvals].

Ready to provide more—let’s push the casino!"

Plus, I have a lot more screenshots of everything too, but I just didn’t want to bombard you with everything all at once so if you need any more information, let me know but they switched story at four or five different times but the main thing in my eyes is that no matter what when I cashed out that night when I woke up in the morning, my money should’ve either been in my PayPal account or it should’ve been frozen to where nothing else could’ve possibly happened to it either way, but either way if something were to end up happening, it doesn’t matter because nothing was cashed out on it at all so it’s a zero loss for them. Yes they’re gonna lose a 73,000 but I won that fair in square but it’s not like no extra money was going to go against them.

I see that the times get down to under 24 hours. Does that mean if you guys don’t finish it by 24 hours then I just lose the case then or what because this is starting to really upset me not by you guys doing it but by the fact that they’re still holding out on me and they owe me $73,000.

Hello? Sorry if I’m being annoying

Dear Player, thank you for your response and for providing the evidence. Unfortunately, I was unable to locate your game history for the relevant period. In order for me to properly asses the issue, could you please share that as well? I suggest requesting the complete game history directly from the casino in Excel format.

Thank you for your cooperation.

Should I ask them . They just keep giving merge run around ?

Is that what wanted

Hello?

Dear Player, thank you for your response. Unfortunately, I am unable to open the link you have attached. Could you please forward the email you have received from the casino directly to my email address at attila.g@casino.guru?

Thank you for your patience and cooperation.

Dear Player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

You told me to reply to that email up there on the last one you sent me so I did. I sent the gameplay to that email like you told me to. when I tried to put it on here it wouldn’t let me because it was too big. There was too many words it was over the 5000 words I believe that’s what the problem was so I sent it to that email attila.g@casino.guru

So how is it looking ? I’ve been waiting for a long time for my money ! ( not because of you) but the casino

Dear Player,

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, Matej (matej.l@casino.guru). 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,

Attila

Thank you for your help through all this . I’ve literally been sick to my stomach.. that’s a lot of money and it was right after the holidays and my divorce .. so thanks for all ur efforts

Hello Ehellweg, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the pay out issues. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of Cider Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being denied and share some details? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

On 27 December, I logged into Cider Casino and one about $9000. They told me that if I sign up to my PayPal account that I could have instant payout so I did so they took their time, but they eventually started paying me out about a half hour afterwards, but they paid me out in the increments of $1500 they charged me $75 per deposit that they made while they were still making the deposit to me. I won $73,000 on 29 December when I decided it was time to cash out at $73,000. I pressed cash out. I went to sleep. I woke up the next day with no money in my PayPal account so I looked at my account through the game. They said all the funds are processed as failed so I contacted them. They assured me that my funds were in good hands so I waited a couple days. Still nothing well in the meantime, they contacted me and said that that my players were played out, but I have no idea what they were talking about until like a week later when I found out when I was sleeping after Night Shift my six-year-old son had my game but I still did this days. Don’t think he was smart enough to be able to do what they’re saying that he did but either way that shouldn’t matter because when I pressed cash out the money should’ve went to my PayPal account, I have several screenshots to prove that they promised me that they tried several attempts to send the money to PayPal, but they just lied to me. I contacted PayPal. They agreed with me. There was no deposit even made so this time. I’m like upset with my son, but then I get realizing that there’s no way that he could’ve done that cause he’s not that smart then to think that they said that they kept on trying to make multiple attempts to try to pay my winnings to PayPal then they lied about it then they made up a story about how that it should be apple‘s fault my phone because of the security on it wasn’t strong enough. I literally laughed at that and then they tried saying that they didn’t try to pay PayPal that they sent the money back to my account and the place got paid out before they could deposit it now remind you I went to PayPal willing to pay willing to pay the $75 fee for every deposit up to $73,000 roughly about $5000. I didn’t mind doing that because it was a great winning for me so I didn’t care but now since I did that I was supposed to have immediate payout so when I cashed out that night, 29 December, the money should’ve been in my PayPal account if it was not in my PayPal account, they should’ve froze my account or if they would’ve seen $73,000 being played down to zero but not one single cash out along the way they should’ve had a red flag something’s not right here but they didn’t so they’re holding my $73,000 and they will not pay me plus I have all the screenshots. I have all the evidence to prove that they’ve lied multiple times just one thing after another, I just want my money back. I even offered to settle them like I’ll even take some of it just so I can get some of the money but now I’m pissed off at the point where that I want $73,000 and some for painting suffering, but I have more information. I have more more evidence if you need it just let me know. I’ll be happy to forward it to you

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.

BBB Scam Report Filed Today 

Attila,

Just filed Cider Casino on BBB Scam Tracker (screenshot attached) detailing their $78k stall ($73k win + $5k unrefunded fee) and lie pattern (PayPal/Apple/"risk"/plays used). BBB shares with police/banks—major escalation.

Please reference in your casino demand and note if unresolved after 7 days. Ready for regulator submission.

Eric 

Attachments: BBB_Confirmation.jpg[Attachment]

So they ran out of time to reply because they know that they’re wrong so what do I do from here? Where’s my money and where can I get it?

Attila,

Cider Casino has completely ignored your 7‑day deadline and did not respond at all. That tells me they know they are wrong and have no valid explanation for refusing my $73k win and $5k fee refund ($78k total).

Please close this case as UNRESOLVED – CASINO DID NOT RESPOND and publish a strong warning on their page that they stall and ignore high‑value payouts, even when contacted by Casino Guru. I will use your unresolved decision, along with my evidence, in my complaints to the Iowa Attorney General, BBB, FTC and payment providers.

Thank you for your help and for clearly stating that the casino refused to cooperate

Subject: Cider Casino – $78,000 Sweepstakes Payout Stall, Ignoring Mediator and Scamming Iowa Consumer

To Whom It May Concern,

I am requesting immediate investigation and enforcement action against Cider Casino (Mystic Mirror Ltd) for what I believe is an intentional sweepstakes scam targeting me as an Iowa resident.

On December 29, 2025, Cider Casino displayed a win of $73,000 in my account. Shortly after, they charged me a $5,000 "transfer fee" to process this payout. I never received any payout, and the $5,000 fee has never been refunded. The total amount at stake is $78,000.

From that point forward, the company has engaged in a pattern of deception and stalling instead of paying what they owe:

• First they told me it was PayPal’s fault and claimed they "tried" to send the money, but they have never produced any proof of a transfer.

• Then they blamed my Apple ID/Apple Pay, again without evidence.

• Later they claimed the "play credits were used on my side", which is false. Nobody can legitimately play $73,000 down that fast, and I did not cash out or spend those winnings after my initial redemption request.

• Most recently they added a vague "risk status" to my account and used that as another excuse not to pay.

Throughout this time I have:

• Saved screenshots of the $73,000 win, the $5,000 transfer fee, and all chat messages.

• Asked them, very clearly, "When are you paying the $73,000 you owe me?" and received only canned denial messages that contradict their earlier explanations.

• Filed a detailed report with the Better Business Bureau Scam Tracker.

I also opened a formal complaint with Casino Guru, an independent dispute mediator for online casinos. Casino Guru gave Cider Casino a clear deadline to respond. Cider Casino completely ignored the mediator’s deadline and did not respond at all. This shows they have no legitimate defense and are simply refusing to deal with a consumer who is owed a large payout.

From my perspective as an Iowa consumer:

• Cider Casino advertised itself as a legitimate sweepstakes/social casino where Sweeps wins are redeemable for real money.

• They accepted my money, credited a $73,000 win, charged a $5,000 payout fee, and then refused to deliver the prize or refund the fee.

• They have repeatedly shifted blame between PayPal, Apple, "risk status," and "plays used," instead of honoring their own rules or providing verifiable proof of any payout attempt.

This feels like unfair and deceptive business practice and a sweepstakes scam against an Iowa resident involving a very large amount of money.

I respectfully request that your office:

1. Open an investigation into Cider Casino / Mystic Mirror Ltd and their treatment of players in Iowa.

2. Contact the company directly regarding my case and require them to provide:

• Full account and gameplay logs,

• Proof of any attempted payout,

• Explanation for the $5,000 transfer fee that was never returned.

3. Urge full restitution of the $73,000 winnings plus the $5,000 fee ($78,000 total) and any other appropriate remedies under Iowa consumer protection law.

4. Consider issuing a public warning or enforcement action if this pattern appears with other consumers.

I am willing to provide all supporting documents, including:

• Screenshots of the win, the fee, and all chats.

• Copies of my Casino Guru complaint and the record showing that Cider Casino failed to respond within the required time.

• My BBB Scam Tracker report and any PayPal/Apple dispute records.

Thank you for your time and for protecting Iowa consumers from this kind of conduct. I am under serious financial hardship and need this matter addressed urgently.

Dear Ehellweg,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Centre at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej