The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings hadn’t been received yet. We asked him to wait for the standard processing period and provide an update, but he did not respond to our follow-up messages. As a result, we were unable to continue the investigation and the complaint was closed for now.
Godz Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €700
Godz Casino
Safety Index 4.7 LowCase summary
Discussion
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1 month ago
Translation
Hello everyone,
I initially had problems with the verification.
Initially, only bank account details and identification were requested.
Then suddenly they also asked for a photo of my bank card, a photo of my ID in my hand, a photo of my online banking details, and proof that I had deposited the money, in the form of a bank statement. They also requested a bank statement showing my address and proof of payment from my electricity provider.
After that, my bank card, online banking information, and Mastercard were requested again.
The documents always had to be submitted by email, as the website's upload function did not work.
After several emails, my account was finally confirmed as verified.
I then wanted to make a withdrawal of €700 on August 9, 2026.
However, the payout was then simply cancelled without any explanation.
On August 10, 2026, I requested another payout via SEPA Instant.
It has been in "Pending" status ever since.
Unfortunately, support is not responding to my email inquiries.
In the live chat, I only receive the standard message that the payout is being reviewed. Then the chat ends.
As a customer, you slowly get the feeling that you've been cheated.
Has anyone else had similar experiences?
How long did it take for such a payment to be processed at your company?
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
Dear Jumueller,
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
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3 weeks ago
Dear Jumueller,
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.
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2 weeks ago
Dear Jumueller,
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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1 week 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,
Jean
Casino.Guru
