The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received at that time. The issue was resolved when the player confirmed that the first payment had been received, allowing the complaint to be marked as 'resolved'. The player had also expressed concerns about an 8% processing fee and long withdrawal times but agreed to close the complaint after confirmation of payment. The Complaints Team appreciated the player's cooperation and encouraged feedback on their services.
CrabSlots Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €13,000
CrabSlots Casino
Safety Index:Fresh casinoCase summary
Discussion
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2 months ago
Translation
On September 9, 2025, I requested a withdrawal of €2,500 from Crabslots Casino. The total is €13,000. However, I can only withdraw €2,500, or €5,000 per month. So it will take a while until I get my money, if I get it at all!!! The verification process began. Until September 12, a different document was requested every day. I submitted everything, and since then, there has been no contact. I receive no response to emails, and in chat they keep saying they're not responsible for this. I should contact the KYC department, but there's been no response from them!!! Is the casino insolvent or simply dubious?? I'm hoping for your help, because it's a lot of money.
Automatic translation:
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2 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
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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
Translation
Hello Dominika, the first payment was paid out today. You can close the complaint. Thank you for your feedback.
Roswitha
Automatic translation:
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2 months ago
Dear player,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
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2 months ago
We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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2 months ago
Translation
Hello Dominika,
My withdrawal was processed today. I had to pay an 8% (€400) processing fee. I find that quite outrageous and far too high. Furthermore, the processing times are far too long. You have to wait a very long time for your money. Therefore, I will no longer play at this casino and do not recommend it to anyone!
Thank you for your support.
Roswitha
Automatic translation:
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2 months ago
Dear player, thank you for the update and for sharing your experience with us.
Regarding the processing fee, unfortunately, we have very limited ability to intervene in such cases. Fees are commonly part of a casino’s terms and conditions, and unless they are excessively high we are generally unable to dispute them effectively.
Could you kindly confirm whether we can now mark this complaint as resolved?
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2 months ago
Translation
Hello Dominika, yes, you can close this complaint as resolved. Thank you.
Automatic translation:
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2 months ago
Dear player,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
