The player from Austria had been facing ongoing withdrawal issues since November 2025. After multiple requests and a lack of communication regarding the status of his two withdrawal attempts totaling $1,150, he had not received his funds or a clear explanation from the casino, which led to frustration. The Complaints Team reached out for further information to clarify the situation but received no response from the player. Due to the lack of communication, the complaint was closed for the moment, with the option for the player to reopen it if he chose to resume contact.
EGB Casino - Player's withdrawals have been delayed.
Closed
Our verdict
Player stopped responding
Amount: $1,150
EGB Casino
Safety Index 3.5 LowCase summary
Discussion
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1 month ago
Translation
I have been experiencing problems with withdrawals from my account since November 2025. My first withdrawal request was submitted on November 26, 2025. After weeks of it going unprocessed, and me only receiving repeated information from support that my request had been forwarded to the finance department, I finally cancelled the withdrawal.
Subsequently, on January 9, 2026, I requested a new cryptocurrency withdrawal totaling $1,150. This withdrawal has also not been processed to this day. Since then, I have repeatedly requested a withdrawal – contacting support multiple times via email – and each time receiving only generic replies stating that the request had been forwarded to the finance department and that I should wait. I was never given any specific information about the reason for the delay or a date for the withdrawal.
I've been waiting for my money for several months now and, despite numerous inquiries, I haven't received my payment or any comprehensible explanation. It's incredibly frustrating; in the live chat, I'm simply told to contact them via email, and then the chat is closed immediately.
Automatic translation:
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1 month 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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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- What types of games did you play to accumulate your winnings? Were they slot games, live casino games, or sports betting?
- Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link to the bonus or a screenshot of its terms.
- Have you completed the full KYC verification process, or have you at least submitted any identity documents to the casino for verification?
- Have you selected the same payment method for your withdrawal requests as the one you used to make deposits?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Dear yungshapez,
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.
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4 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
