Etheryl.io Casino - Player’s withdrawal has been delayed.

Hi Casino Guru,

i made a deposit on July 14th without any bonuses or free spin, strictly straight off my deposit and won 14 000$. Since then Etheryl has mentioned that my account is flagged for a manual review. They mentioned it can take up to 14 business days which will lead to August 3rd. I do not received any updated other to wait. I am ok with waiting until their mentioned wait time however i just wanted to open this complaint as i know they are delaying the payment or finding anything to make me wait as it should not take that much time to process a withdrawal or investigate my gaming which had no bonuses and legitimate.

Thanks for your help to escalate this, i have all the exchanges in emails since im a VIP member on top of that. It’s extremely frustrating to make put me on standby with a significant amount amount pending of my winnings. My account is also blocked from playing, deposits or withdrawal meanwhile.

Important notice:

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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.

Dear Sjab99,

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 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

I have also previously withdrawn lower sums without any issues. My KYC is also verified.

Thank you

Dear Sjab99,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Jean,

My withdrawal has still not been processed, in fact has been pushed backed to my balance and i cant process any withdrawal as all payments have been blocked. My 14k is pending in my balance and have not received any updates from them.

Thanks for your help

Thank you for the update. Please allow me to ask you a few questions so I can better understand the situation.

• I understand that your account is already verified. However, could you please confirm whether the casino asked for any additional verification documents while doing a manual review after your winnings?
• Could you please let me know how long you were a player at the casino and when exactly withdrawals were restricted?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me any relevant communication with the casino regarding the manual review, the delay, and the restriction in your withdrawals? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

Thank you very much in advance for your reply.

Hi,

No, they have not asked or required for further documentation for the manual review. also not the first time i withdrew never had an issue in the past before my big win.

I’ve been a player since February 2026 at Etheryl. July 14th i tried to withdraw and i was mentioned my account was flagged for review. On July 22nd was account was restricted for any payment method wether deposits or withdrawals.

i played only slots, never played sports or live casino games.

I will send you all communications with my VIP manager to your email. Thanks for your help!

Hi Jean,

Etheryl has now blocked my account and not letting me log in. Any reason of the delay taking so much time ?

Thanks in advance

Thank you for the update. Since the status of your complaint has changed from a delayed payment to a blocked account, please answer the following questions.

• When exactly was your account blocked?
• How did you learn about your account being blocked?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

Thank you in advance for your help.

Hi Jean,

Thanks for getting back to me.

My account was blocked on August 4th.

I realized by trying to login and received the message mentioning my account is blocked and to contact support.

The casino has not made any accusation against me other than to wait for the manual review to be completed. The same excuse has been given to me for almost a month. Now they are refusing to cooperate with me. I will send you all the communication to your email and also the screen shot of my account being blocked.

Thanks!

Dear Sjab99,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Etheryl.io Casino representative to join this conversation.

Dear Etheryl.io Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Barbora, dear Sjab99,

Thank you for the opportunity to respond.

Etheryl has now completed its review of account 2499780.

The player deposited C$500 at 00:59 UTC on 14 July 2026 and subsequently generated a balance of approximately C$14,000 through slots play. Withdrawal requests began at 01:26 UTC on 14 July, with further requests submitted thereafter.

Under clauses 8.2 and 8.14 of our Terms and Conditions, Etheryl may review account activity, gameplay and potential multiple-account use before processing a withdrawal and may restrict payments while that review is being completed.

During the review, Etheryl identified account-linking evidence connecting account 2499780 with other Etheryl accounts. Having reviewed that evidence, we determined that the account was operated in breach of the applicable linked-account and multiple-account provisions of our Terms and Conditions, including clauses 4.9, 4.10, 4.14 and 12.8.

In accordance with clauses 4.10, 4.20 and 4.22, account 2499780 has therefore been permanently closed and C$14,000 attributable to the 14 July play has been withheld. Gambling, deposit and withdrawal functionality on the account has also been permanently disabled.

A formal outcome notice has been sent to the player's registered email address. Etheryl's review is now complete, and this represents our final internal decision regarding account 2499780.

We are providing Casino Guru privately with the evidence relied upon in reaching this decision so that the complaint resolution team can review the matter independently. That material includes information relating to other account holders and technical fraud-prevention data, and we therefore do not consider it appropriate to publish those details in the public complaint thread.

Barbora, please feel free to contact us by email regarding this case. We will provide the full internal review, together with the relevant supporting evidence, for Casino Guru's complaint resolution team to examine in detail.

We remain available to answer any questions and to provide any additional supporting records that may assist with your review.

Kind regards,

Etheryl Compliance Team

Barbora, please don’t fall for this! I never opened any other accounts with Etheryl! This was my one and only account. Etheryl has been very unethical in paying their customers lately, please see all the complaints opened in the past matter of weeks or even days! They are trying to scam me after making me wait over 6 weeks to pay and came up with this excuse of multi accounting when its not true! This needs to stop and we need to protect our players and their money! I deposited 500$ and won fair and square and i never had any withdrawal issues prior to this one! Why is it now after 14k they’re coming up with an excuse after 6 weeks, it’s a total scam i hope you side with the right place as this casino needs to be held accountable! Look at the other reviews they’re coming up with, blocking accounts and not paying them! Thanks for not falling for this Barbora, they should be marked as a risky casino for canadian players!!

Dear Etheryl.io Casino,

Thank you for your response. Please send the full internal review and all supporting evidence regarding the alleged linked accounts directly to me at barbora.p@casino.guru.

I will review the information and get back to you once I have had a chance to assess the evidence.

Thank you for your cooperation.

Dear Sina and Barbora,

Thank you both for your messages.

Barbora, we have now sent the full review and supporting private evidence directly to your email for assessment. This includes the relevant chronology, account-linking findings and supporting fraud-prevention information. Please review this when convenient and let us know your thoughts, or if you require anything further from our side.

Sina, we also want to address your concern regarding the recent increase in account reviews and complaints. This follows a recent fraud-prevention update which introduced more thorough checks across our platform. As a result, a small number of accounts have been flagged for further investigation that may not previously have been identified under our earlier controls.

These recent cases are therefore the result of enhanced fraud-prevention checks and the investigations that followed, and not for any other reason.

In relation to your recent C$500 deposit, once this complaint process has been finalised, we are happy to refund that amount to you as a goodwill gesture. This is separate from the findings and outcome of the investigation.

We appreciate Casino Guru taking the time to independently review the evidence we have provided, and we remain available to answer any further questions or provide additional information if required.

Kind regards,

Etheryl Compliance Team

And as a player i should also have access to what your findings are since i never duplicated any accounts which means the fraud is 100% from the casino, i have withdrew previously with no issues and magically a significant win happens, a fraud detector is put to place and 7 weeks later.... you found a duplicated account... complete nonsense and justice will be served, whatever findings you sent i know it's complete false as your VIP manager recruited me from lucky ones and invited me to open an account on February 21st 2026, i have never ever created another account with you guys, i played and won few times and withdrawal was processed, but now after a big win you guys are the frauds. I will leave it to Casino Guru and i hope everyone will get to see through your scams.

Dear Etheryl.io Casino,

Thank you for your response and for providing the information regarding your investigation.

I have reviewed the details you shared and have sent you an email with some follow-up questions and requests for additional clarification regarding the evidence provided.

Hi Barbora,

Thank you for your message.

We have just responded to your email with the additional information and clarification requested.

Please let us know if there is anything further you need from us.

Thanks,

Alex

Dear Etheryl.io Casino,

Thank you for the additional information. I have sent you an email with a follow-up request regarding the evidence provided.

Once I receive your reply, I will continue with my review of the case.

Dear Barbora,

i would also like to ask Etheryl to stop sending me their promotions on my email and the only account i have with them as per screenshot attached. I had email them but they never responded and keep sending me these emails and that i have a cashback balance left but obviously blocked my account.

Also, happy to see there’s 4 pages of complaint in the forum section with players having these " multi accounts" after winning. Voices will be heard. Please deactivate my email from your promos as i stated previously.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks Barbora, since they didn’t reply and dont want to pay im hoping by next week you can close this as unresolved so others don’t get screwed like i did. Funny part is they tried to tell me they will give me my 500$ deposit back after they settle as a "good will gesture" lol they just avoid paying their clients period because they know they’re wrong and they have no other evidence hence they block accounts. I hope they’re ratings goes to 0% if they don’t answer.

Hi Barbora,

We have just responded to your email with the details requested.

Please let us know if there is anything further you need from us.

Thanks,

Alex

It took 2 weeks to come up with an evidence? I can’t wait to see what nonsense you guys are coming up with.

Dear Etheryl.io Casino,

Thank you for sending the additional evidence. I have sent you an email with a few follow-up questions so I can better understand the information provided.

Once I receive your reply, I’ll continue with my review of the case.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Etheryl, i don’t understand why you keep delaying 2 weeks for every reply. This is where people lost trust in you guys. You mentioned numerous times you have all the evidence of multi accounting on my end, however its been 2 months and you still cant provide all the proof, you are wasting everyone’s time.

i was an honest and good player, i played, sometimes won and withdrawn and more often lost. We both know i didnt have another account. Be a loyal casino to your players, if they break the rules fine, but dont blame not just to pay.

Anyways im hoping you’ll fully cooperate like you mentioned instead of taking 2 weeks for every reply, if you dont want to pay and you have all the proof this should not be dragging this long to answer each question.

Hi Barbora,

We have just responded to your email with the details requested.

Please let us know if there is anything further you need from us.

Thanks,

Alex

Dear Sjab99,

The casino has provided additional information, which I have reviewed alongside the other available evidence. Based on that review, I’m unable to support your complaint and will close it as rejected.

I understand this is disappointing, especially after the time you have spent waiting for an outcome. Thank you for your patience and cooperation throughout the process.

Best regards,

Barbora