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 issue was resolved after the player confirmed the resolution, leading to the complaint being marked as 'Resolved' in our system. We appreciated the player's cooperation and encouraged future feedback on our services.
Daddy Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €100
Daddy Casino
Safety Index:Very highCase summary
Discussion
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5 months ago
Translation
I received my cashback from last week on Monday, July 14, 2025. I wagered it three times according to the rules and thus cleared it. My cashback resulted in a profit of €150.
I have made several deposits almost daily over the past few weeks and have not withdrawn anything during this time.
On Monday, July 14, 2025, I used my cashback winnings to withdraw €150 using the same payment method I had used to deposit (VISA DEBIT). The first two requests were rejected for some reason. I then had support create a new VISA DEBIT card, which I then verified. This withdrawal was, of course, also rejected, without giving me a reason. Support simply told me to try a different withdrawal method.
I did this (also a VISA debit withdrawal method) and since then it has been set to outgoing.
For exactly 48 hours.
I contacted the site's support six times in 48 hours and kept getting the same response! (See screenshot of the conversation)
I've cashed out some money in the past and it usually took a maximum of 1 hour, so the 48 hours aren't justified so far.
I ask that this case be processed promptly and thank you in advance.
Best regards
Edited by a Casino Guru admin
Automatic translation:
Public
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5 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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
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5 months ago
Translation
As I already wrote, this is not the first time I have withdrawn something, so I know that a withdrawal via DEBIT VISA takes a maximum of 1 hour; anything after that will be cancelled or not processed at all.
I have been a customer of this provider for a long time and I know that there is another problem there, so I am contacting them here because it will be resolved quickly.
The customer support on the site is an absolute disaster. When you do receive a response via email, it's always the same old standard answers, and very often there's no response at all. The customer support on the casino website is even worse. You think, or rather, you know, when you write to them that you'll only receive automated replies, some of which don't make any sense at all, and they keep telling you the same thing over and over again...
At first the support said that processing could take up to 24 hours and after the 24 hours they said we would process your payout as quickly as possible or rather the payment provider.
48 hours have now passed.
I know from experience that if you open a complaint here and someone from the casino responds, a solution can usually be found within a few minutes.
It's just always the same!!
Automatic translation:
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5 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 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
