Coincasino.pro - Player’s winnings haven’t been received yet.

Hey,

I need your help. I started playing on this casino with Solana. I deposited crypto a total of 10 Solana. Lost that on roulette then proceeded to deposit another 10 Solana. In total I deposited around 20 Solana, I manage to win and get up to around 49 Solana. I went on to withdraw that full amount and left it pending for a whole week. It was stuck on review and I kept talking to live chat support and they were talking like ai giving me same responses, I have chat logs, gameplay activity, pending withdrawals and everything on the account I can attach. Finally I got a response on the Friday 05/09/2025 they triggered a kyc process. I uploaded all documents, ID & proof of address which was completely verified. Continued talking to support who gave me 0 answers and kept telling me they couldn’t give me information and I need to wait for the "relevant department" I said to them if they can’t assist me what’s the point of them being on support. Because of their delaying tactics I ended up cancelling some withdrawals and playing more roulette. I ended up winning some more and now I have a total of 70 solana pending in withdrawals. Including 1 which has been pending since 01/09/2025 which is 30 solana which they still haven’t processed. I’ve been fully co-operative provided every document and this company still refuses to make my payment and won’t give me answers. I willl attach all live chat support and gameplay activity. Please. Help me get my funds.

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

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

My kyc was completely verified and completed. That was confirmed by them on emails. Everything on my account was correct information and everything. They have just been purposely delaying withdrawals and saying there is some "issue" and I need to wait for the right "department" according to live chat support who doesn’t seem to give me answers even though I’ve done everything correctly. I have everything all screenshots, all gameplay all account activity yet they have been causing me stress making me feel like I’ve lost all my funds and I have ran out of options as they won’t give me contact to the department whose in control and I just want my funds the way it was advertised. It’s advertised as a non kyc crypto casino with instant deposits and withdrawals and says some could take up to 24 hours. Not a whole week. I even completed their kyc. Please let me know what else I can provide. I just want to receive my funds I’m fed up of their delaying tactics.

I have a feeling they are going to use the I’m in a restricted area on me. However this is my issue prior to depositing and using this site via crypto which is anonymous anyway. It was advertised as a non kyc crypto casino and that deposits and withdrawals are instant. It said in some cases they could take up to 24 hours. They took my deposits of 20 solana. They verified all my ID documents and POA (proof of address) on account. I got all emails of proof of them accepting my documents and them verifying it on account. They still let me play didn’t stop me so they were happy in taking €5000 in Solana but they will delay and delay my winnings. I really just want to receive my money what can I do? I have all the evidence all account activity and I think I’m going to get screwed on the terms and conditions (area restriction) which is stupid due to the things I’ve said above.

Hey it’s now 10 days since my first withdrawal that is still pending. They constantly say the same thing on chat that it’s being reviewed and they are trying to find out internally from the payments team why it’s been delayed. They won’t update me. My problem is they haven’t gave me an answer but if they do refer to terms and conditions. Firstly I never used a vpn I accessed the website from the United Kingdom, they let me register no isssues, they also knew where I resided as I was playing. During the process they let me carry on playing after confirming my ID and kyc documents which I have proof via email (so they knew I lived in the United Kingdom) and continued to let me access and play and then when I initiate a withdrawal there’s issues? This is unfair and they should pay my withdrawals as they tried to abuse their terms and conditions. I still will wait to see what they say as they could possibly still pay it which im hoping but let’s see. Coming up to nearly 2 weeks now

Also found out some more information today while on the site roulette table I won on. Talking in chat to see if anyone else is on the same site and having any issues. Surprisingly I found out a player who’s from Netherlands which is a restricted site has been paid out 1st time within 24 hours on his first withdrawal. So how is that fair somebody from a restricted site got paid but now they want to use their terms and conditions. Also I have proof of this.

Also don’t make any other posts public yet. They haven’t said anything about being from the United Kingdom yet so I don’t want to involve anyone else until I get final confirmation if that’s the reason

Wow they paid.

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