Glorion Casino - Player believes that their withdrawal has been delayed.

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Dear Sandrinapu,

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

Dear Complaint Resolution Center, I UNDERSTAND AND RESPECT the 14-day waiting period policy. However, I request an exception and immediate approval of the complaint for these 3 reasons documented in the attachments.

1 VIOLATION OF DECLARED TIMES: GLORIAN casino confirmed on 04/30/2026 that the times are 3-5 business days from the following day. FOR WITHDRAWAL ON 04/26/2026, the maximum deadline expires on 05/02/2026. Waiting 14 days would mean ignoring the casino's written terms.

2. CONTRADICTION AND BAD FAITH: On the same day, 04/30/2026, the casino sent 3 incompatible communications: in queue, under review, unexpected delay. This demonstrates an intention to delay the payment.

3 ILLEGITIMATE BLOCKING: The account is blocked for the maximum number of pending withdrawal requests when I only requested 1500 euros. In the casino T&Cs the monthly limit is 7000 euros per month.

FOR THESE REASONS, the 14 days do not apply. I request the assignment of a mediator and urgent forwarding to the casino. Total balance withheld: 11,500 euros

Urgent update 01/05/2026 2.03pm:

Glorion Casino contacted me by phone at 1:48 PM today from +33 4 53 70 26 06. Duration: 2 minutes. [Attachment 8]

During the call, the self-styled "VIP Manager Thomas" verbally stated that "I will receive the payment into my account tomorrow, 02/05/2026."

This telephone contact occurred AFTER the opening of the public complaint and constitutes:

1. Violation of Casino Guru's guidelines on direct post-complaint contact

2. Fourth version provided by the casino after the 3 contradictory emails of 04/30

3. Attempt at verbal agreement without written trace

I haven't received a confirmation email. I won't close the claim until the payment has been verified and verified.

I reiterate: the 5-business-day deadline declared by the casino on April 30 for withdrawals made on April 26 expires tomorrow, May 2, 2026, at 11:59 PM.

If I do not receive the 500 EUR within this period, I will request "Unresolved" status due to non-payment + illicit telephone contact.

Balance withheld: 11,500

The casino confirms my status in writing

VIP Level 3: 800 EUR/day, 12,000 EUR/month.

[Attachment 11 - Email Serena 01/05/2026]

As per T&C 6.12 quoted by the casino itself,

Withdrawals must comply with VIP status.

I only requested 1,500 EUR in total, equal to

at 12% of the VIP monthly limit of EUR 12,000.

Blocked for "monthly limit exceeded"

of 04/30 is therefore fraudulent and in

violation of T&Cs 6.11 and 6.12.

T&C Deadline 6.15: today 02/05 at 19:00.

Balance withheld: EUR 10,000.16.

Good morning,

I urgently request the resolution of my complaint against Glorion Casino.

Situation:

On 02/05/2026 I requested a withdrawal of €800.

On 03/05/2026 I requested a second withdrawal of €800.

Total unpaid: €1600.

As of today, May 10, 2026, I have not received any payments. The casino has blocked chat conversations. My account is still accessible, but I can't contact support. Withdrawal requests have been processing for 8 days.

Tests already uploaded:

Screenshot of withdrawal request 02/05/2026 - Amount €800

Screenshot of withdrawal request 03/05/2026 - Amount €800

Screenshot of the balance before the lock

Approved KYC documents

Request to CasinoGuru:

I request your immediate intervention to unblock my account and refund €1600 to my original payment method. I have not violated any terms and conditions.

If the casino doesn't pay within 7 days, I will report it to the ADM and file a complaint for embezzlement.

Thank you.

User: Sandrinapu

Dear Sandrinapu,

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.

Dear Karla,

No, the problem is NOT solved.

Glorion Casino continues to NOT pay my two withdrawals of €800 each, requested on May 2, 2026 and May 3, 2026. Total: €1,600.

It's been 8 days. The casino has blocked support chat and isn't responding to emails. My requests are still marked "in progress," but I haven't received any transfers.

I request that the complaint remain OPEN and that CasinoGuru urgently request payment from Glorion. I have not violated any rules and have approved KYC.

I am attaching screenshots of the withdrawals again.

Thank you,

Sandrinapu

Dear Sandrinapu, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

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Subject: Glorion Casino Complaint - User Sandrinapu

Hi Karla, thanks for your help.

Successful withdrawals: No, I haven't received any withdrawals to my Postepay account. I've only received three incoming transfers from FurnishLab s.r.o. and SR Online Valletta Ltd., which I believe have nothing to do with Glorion.

KYC Verification: Yes, I have submitted my ID and selfie as requested.

Bonus: I played without an active bonus.

Gaming: I only played at the casino, not at sports betting.

Communications: I'm attaching screenshots of the chat with Glorion support where they say the withdrawal has been processing for days, and then they blocked my chat.

I haven't been able to contact them for 6 days and the withdrawal hasn't arrived.

Thanks for your support.

Sandrinapu

Dear Sandrinapu,

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, Igor, (igor.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,

Karla Mayfly

Dear Sandrinapu,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Glorion Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Glorion Casino representative to join this conversation and participate in resolving this complaint.

Dear Glorion Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Hi Igor,

I need your help to escalate this with Casino Guru. 

Situation:

My approved withdrawal is 7,400€ - I have this confirmed in chat. 

Glorion is now refusing to confirm the amount in writing before processing, citing "security and privacy protocols". Screenshot attached.

In chat they mentioned 5,001.41€, which is less than the approved amount. I don’t accept a partial payment.

I’ve emailed Rina requesting written confirmation of the 7,400€ amount, but if they don’t reply or try to pay less, I need Casino Guru to intervene.

Please escalate this and make sure I receive the full 7,400€. Let me know if you need the email screenshots or ticket number 50480846.

Thanks.

Hi Igor, urgent update on the case with Glorion.

They paid only €800, which corresponds to the withdrawal of 3.

Withdrawals from the 6th and 13th are still pending, for a total of €6,600.

I'm attaching a screenshot of the payment I received and asking you to file a formal complaint for the remaining balance.

Subject: Glorion Case Reminder - Ticket 50531107 - Pending Payments

Hi Igor,

I'll update you on the case with Glorion.

On 22/05 I received support from Glorion:

Email at 2:42 PM: They say the case is being reviewed by the payments department but can't provide any figures due to privacy concerns.

Email immediately after: Automatic Zendesk receipt with ticket 50531107 and confirmation that it is under review.

I have not received any responses since then and the payments are still pending.

Can you please request it yourself? I've attached the emails and ticket number.

Thank you

Subject: Glorion Case Update - Missing Payments for May 6 and May 13 - Ticket 50531107

Hi Igor,

I'll keep you updated on the situation because there are some unclear points.

Glorion paid me €800. It's unclear whether this is the withdrawal made on May 3, May 6, or May 13, or whether it's part of the €5,001.41 balance they claim they're willing to pay.

From the message they sent me, it appears they had a balance of €5,001.41 at the time of account closure and that they intended to pay only the remaining balance. I've attached a screenshot.

If my balance was €5,001.41, they should have paid me the full amount. Instead, they automatically canceled the €2,400 pending withdrawals from the 6th and 13th, as they themselves claim.

I should point out that the account was closed shortly after I pointed out that the site does not have an ADM license to operate in Italy.

I ask you to check with Glorion:

What withdrawal/balance does the €800 paid correspond to?

What was the exact balance before the account was closed?

Why were the €2,400 withdrawals from 6/05 and 13/05 cancelled?

To give me the historical log of the account and transactions

I cannot accept the closure of the case until I have clarity on these missing amounts.

Thank you, I look forward to hearing from you.

Dear Sandrinapu,

I would like to ask you to reply only to specific questions or share only the necessary information.

I understand that you are trying to help by sharing all possible evidence, but writing many different long messages makes the thread less clear and actually makes my work more difficult. Thank you!

Dear all,

I would like to inform you that I have managed to get in touch with the casino representative outside of this thread.

They asked for the username and email address so that they can look into this case.

I will let you know once there is any news to share.

Dear Sandrinapu,

As I mentioned previously, I would like to ask you to reply only to specific questions or share the necessary information.

Writing long messages without any added value makes the thread less clear and actually makes my work more difficult.

Additionally, I would like to ask you to remain respectful toward all parties involved.

If this behaviour continues, I will unfortunately have to reject and close this complaint.

Currently, we are waiting for the casino’s follow-up. They requested information regarding your account in order to investigate this case. Once they reply and provide further information regarding this complaint, we can move forward and take additional steps toward resolving it.

Thank you for your understanding.

good evening Igor

I apologize for the previous messages. I look forward to hearing from you after the casino responds.

Thank you.

sandrinapu

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.

Dear Sandrinapu,

According to the casino’s email, they contacted you in late May in order to proceed with your refund.

...As per checking we requested player`s bank detail on 21.05.2026 in order to initiate the payout for the remaining balance.

Could you please ask the player to check his emails. If needed we will be able to contact the player again...

Could you please check your email and confirm whether this information is correct?

Subject: Re: Refund Request 5046658 - Bank Details Already Sent

Good morning Casino Guru team,

I confirm that I sent my bank details to Glorion Casino on May 21, 2026, at 3:26 PM, as you can see from the attached/forwarded email.

The casino asked me for my details for the €5,001.41 refund, and I immediately responded with my IBAN, BIC, and account holder details.

I therefore ask you to urge Glorion to proceed with the transfer. Several days have passed and I'm still waiting.

I remain available for any further clarification.

Best regards,

[edited by Casino Guru]

Subject: Re: Refund Request 5046658 - Bank Details Already Sent

Good morning Casino Guru team,

I confirm that I sent my bank details to Glorion Casino on May 21, 2026, at 3:26 PM, as you can see from the attached/forwarded email.

The casino asked me for my details for the €5,001.41 refund, and I immediately responded with my IBAN, BIC, and account holder details.

I therefore ask you to urge Glorion to proceed with the transfer. Several days have passed and I'm still waiting.

I remain available for any further clarification.

Best regards,

[edited by Casino Guru]

Dear Glorion Casino,

According to the player, they have already sent you their bank details.

Please let me know whether you have received the email.

If not, please check the screenshot above, as it contains the player’s bank details.

Thank you for your cooperation.

Hi Igor,

Urgent update on my Glorion case:

1. Glorion cancelled TWO withdrawals of €800 each. Total €1600.

I attach a screenshot of the TIM email with "withdrawal cancelled".

2. They wrote to me asking if I cancelled it.

No, I didn't. My account is locked, so I can't log in to cancel anything.

I attach a screenshot of their email.

Dear all,

The casino representative contacted me outside of this thread and informed me that the payout request has been forwarded to the relevant department.

Dear Glorion Casino,

Please do not hesitate to let us know once there is any news to share regarding this payment.

Thanks Igor, I'll wait.

Hi Igor casino guru paid the amount of 5001.00 .. still missing 1600 euros .. two withdrawals of 800 euros

Dear Igor,

Glorion paid €5,001.00 on 17/06/2026 - instant SEPA transfer, see screenshot.

There are still two withdrawals of €800.00 each. Remaining total: €1,600.00.

I request that you reopen the claim for full payment.

Thank you

Dear Sandrinapu,

According to the casino's email, all of your withdrawals have been successfully processed.

Please let us know whether this information is correct.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Hi Igor,

Update: Glorion only paid me €800 out of a total of €2400.

The 3 samples requested were:

1. €800 of 03/06 - PAID

2. €800 of 06/06 - MISSING

3. €800 of 13/06 - MISSING

So, there's still €1,600 missing in total. The casino says "all processed," but that's not true.

I'm attaching a screenshot of my bank statement where you can only see the €800 credit from June 3.

I'm asking the casino to provide CRO/SEPA + transaction ID for withdrawals on June 6 and June 13. Without proof of payment, I'm asking for the case to remain open.

Hi Igor,

If you reread the previous messages, everything is written since I was blocked.

I remind you: Glorion paid only €800 out of €2400.

Two withdrawals of €800 from 06/06 and 13/06 are missing.

The casino says "all processed" but that's not true

Dear Glorion Casino,

According to the player's message, there are still two withdrawals of €800 missing (from 06/06 and 13/06).

Could you please provide us with any information or evidence regarding these transactions?

Hi Igor,

Thank you so much for your help and for immediately writing to Glorion requesting proof of the two missing withdrawals on June 6 and June 13.

I really appreciate the support. I'm waiting for the casino's response and will keep you updated.

Thanks again

Sandrina

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sandrinapu,

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,

Igor