The player from Germany had requested withdrawals two weeks prior, which were approved, but he had yet to receive the funds. After multiple inquiries via live chat and email, he was still left without information on the processing delay. The player later confirmed that his balance had been credited back to him after an issue with his bank was identified. Ultimately, the issue was resolved when the second attempt at the bank transfer was successful, and the complaint was marked as resolved.
Instant Casino - Player is facing a delayed withdrawal issue.
Resolved
Our verdict
Case closed
Amount: €1,700
Instant Casino
Safety Index:LowCase summary
Discussion
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7 months ago
Translation
Hello. On the night of April 27-28, I requested two withdrawals. These were approved about 40 hours later. However, I'm still waiting for my withdrawals. I spoke to the bank, and they said nothing has arrived. After almost daily conversations via live chat and email, and after sending a PDF of my transactions, I was told "the responsible team" would process my case. When I asked for an approximate timeframe, they couldn't give me any information. On Friday, I wrote another email to ask about the current status. I haven't received a response yet.
Luckily, I took screenshots of the winnings and the alleged payouts. It would be nice if this could be clarified.
LG
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7 months ago
Dear Vogelmensch,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?
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.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
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7 months ago
Translation
Hello Kristina. Since this was my first time playing at this casino, I haven't been able to make a withdrawal yet. Likewise, KYC verification hasn't been required yet, and you can't do it yourself on this site. I played without a bonus. Today I received an email from support.
In it, I was told that after verification, the money had been transferred. If I haven't received it yet, I should contact my bank. I'll go back to the bank tomorrow and ask. I'm glad to have heard something from support and hope this can be resolved.
LG Birdman
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7 months ago
Translation
Today I went to my bank and they assured me that no money has been withheld and won't be withheld in the event of a transfer. Now I'm at a loss. I've sent the matter to support via email. I also included my bank details in the email. They're also stored on the casino's website. But I'm grasping at as many straws as I can. Unfortunately, I don't know what's going to happen next. Whether I'll even get a response or suggestions for solutions.
LG Birdman
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7 months ago
Translation
Update: Today I received an email from the casino. My balance was credited back to me. They also noted that the error was with Sparkasse. Now I'm wondering how I'll receive my winnings (if it really was my bank). Support said I can only withdraw using the same method I used to deposit. I did that with Apple Pay, which is linked to my Sparkasse account. It's frustrating.
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7 months ago
Translation
Update: The problem has now been resolved. The second attempt at the bank transfer worked. Thank you.
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6 months ago
Dear Vogelmensch,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
