The player from Switzerland had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The player expressed disappointment regarding the processing of his payout of CHF 2,043, highlighting the delay despite his account being fully verified. The issue was resolved, and the player marked the complaint as resolved after receiving confirmation of the withdrawal.
DirectionBet Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: 2,043 CHF
DirectionBet Casino
Safety Index:Below averageCase summary
Discussion
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5 months ago
Translation
Dear Casino Guru Team,
I would like to file a formal complaint against the online casino DirectionBet because my withdrawal has not been processed for days.
Payout amount: CHF 2,043
Payment date: July 10, 2025
Payment method: SEPA bank transfer
Account verification: fully completed
Since the day I requested the withdrawal, the withdrawal status has been "Pending." I've contacted customer service several times and keep receiving standard responses like:
"Your payout is in the right hands."
"Due to many requests, there are currently delays."
"Please be patient."
I haven't received any concrete information—no reason for the delay, no timeframe, no confirmation of processing. My previous withdrawals were usually processed within 1-2 days, and the "Cancel" function disappeared immediately. This time, it remains active, indicating that the withdrawal probably hasn't even been processed yet.
A support employee recently told me:
"We cannot prioritize your payout. Please contact us for further questions. " – unfortunately without result.
I'm very concerned about the process and feel like DirectionBet is either delaying withdrawals for no reason or deliberately delaying them. I'm therefore asking Casino Guru for assistance so that my withdrawal of CHF 2,043 can finally be processed and paid out.
Thank you for your help.
Automatic translation:
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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.
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5 months ago
Translation
Dear Casino Guru Team,
Thank you for your message. However, I am disappointed with the processing of my payout of CHF 2,043, which I requested on July 10, 2025.
So far, I have only received general answers, without any clear timeline, confirmation, or visible action from the casino.
I would like to emphasize that reputable casinos usually process SEPA withdrawals within 1 to 3 business days. Such delays are absolutely unacceptable to me, especially since my account is fully verified and I have met all the requirements.
I sincerely hope that you will be able to pursue my concerns with the necessary urgency, as otherwise I will be forced to escalate the matter publicly and through other official channels.
Thank you for your support. I look forward to a timely and fair solution.
Best regards
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Translation
Thank you for accepting my complaint against DirectionBet.
However, I urge you not to wait eight days to take action, but to prioritize the case immediately. The reasons for this are as follows:
The payment of CHF 2043 has been overdue for several days.
DirectionBet's support only responds with automated standard phrases, but refuses to provide any clear information about the payout status.
I have already set deadlines several times, but nothing has happened – instead, I am kept waiting.
The provider shows no interest in resolving the case promptly or acting responsibly.
I find myself in a financially strained situation here and simply cannot afford to wait another 8 days while DirectionBet deliberately delays and ignores its withdrawal obligations.
I therefore politely but urgently request you:
Intervene as soon as possible and contact the provider before the damage becomes even greater.
Thank you for your support.
Automatic translation:
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4 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
