The player from Germany had been struggling to withdraw her winnings since December 29, 2025, with multiple attempts resulting in the withdrawal being reversed and transferred back to her account. After repeated delays and escalations, she still had not received her funds, which had previously been processed quickly. The player confirmed the winnings were without bonuses and that prior withdrawals had been processed within hours. The complaint was closed due to the player's lack of response to requests for further information and documentation needed to investigate the issue. We remained available to assist if the player chose to resume communication.
Felix Spin Casino - Player’s withdrawal has been delayed repeatedly.
Closed
Our verdict
Player stopped responding
Amount: €2,500
Felix Spin Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello
I've been fighting to withdraw my winnings since December 29, 2025. After waiting five days and repeatedly contacting support, I was always forced to wait even longer. Eventually, the matter was escalated. Lo and behold, somehow the money was transferred back to my player account, and the withdrawal was reversed. On January 7, 2026, I tried again to withdraw my winnings, and after another five-day wait and discussions with support, the money was once again reversed and transferred back to my player account. I used to receive my winnings within hours. Now it's just a hassle. In short, I still haven't received my winnings.
I need help, I don't know what to do anymore.
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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
Dear LaReginadelflow,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
To help me fully understand the situation, could you please provide the following information:
- When did you make your last successful withdrawal, and how long did it take to be processed?
- Can you confirm whether you have successfully passed the KYC verification process?
- Were your winnings accumulated with or without an active bonus?
I hope we will be able to assist you in resolving this matter as quickly as possible. Thank you very much in advance for your cooperation.
Best regards,
Petra
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1 month ago
TranslationHello
So, my last successful withdrawal was on December 30th for €1000. It was in my bank account within hours. I waited six days for the withdrawal of €3000 on December 29th, 2025, and nothing arrived. After several emails with support, it was canceled, and suddenly the money was back in my player account. I was never given the reason for the cancellation. Then, on January 7th, 2026, I tried to withdraw my winnings again, and another five days passed with no money in my account. I contacted support again until, after a long wait, it was canceled once more, and the money was back in my player account. Now, yesterday, January 14th, 2026, I tried to withdraw my winnings again, and it's guaranteed to fail again. It's becoming really hard to believe I'll ever get my winnings. My winnings were without bonuses.
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1 month ago
Thank you for your reply and for providing the previous details, LaReginadelflow.
Could you please clarify the following points for us?
- Which payment method did you choose to withdraw your winnings? Was it the same method you used previously?
- Have there been any changes to your account status or verification process since you first initiated the withdrawal?
- Have you received any specific explanation from support regarding the reversal of your withdrawals? Could you provide any additional communication you have had with the casino? This may include screenshots, emails, or chat records.
You can send all relevant documents to petra.h@casino.guru, or alternatively, post your screenshots directly in the thread.
Thank you again for your cooperation.
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1 month ago
Dear LaReginadelflow,
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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3 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,
Petra
Casino.Guru
