The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The player disputed the casino's cancellation of €4,800 in winnings, which were voided due to an alleged breach of promotional terms related to a bonus he denied activating. Despite full account verification and partial withdrawals being processed, the casino failed to provide the requested game logs or proof of bonus activation. After multiple attempts to obtain cooperation from the casino, the complaint was marked as unresolved due to the casino's lack of response. The player was advised to consider contacting the Curaçao Gaming Authority for further action.
IntellectBet Casino - Withdrawal of player's winnings has been delayed.
Unresolved
Our verdict
No reaction
Black points: 1,261
Amount: €3,200
IntellectBet Casino
Safety Index 2.4 Very lowCase summary
Discussion
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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 bennyconradi198718,
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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1 month ago
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Dear Casino Guru Team, this is what they just wrote to me.
I never actively participated in any reward program, and at least half of my winnings were earned below the €5 limit they specify.
Please help me. I received this email this morning. All payments that were being processed since April 30, 2026, have now been actively canceled by them.
Dear Benny,
Hope you find this email well!
We would like to inform you that, in accordance with paragraph 5 of the IntellectBet Rewards Calendar Terms and Conditions (available at https://intellectbet.com/en/cashback ):
If a player participates in the Rewards Calendar, the maximum bet is €5 ($5, CA$7.5, NZ$10, zł25, R$30, kr37.5, Nkr50).
Following a review of your gameplay activity, we identified a breach of these promotional terms which led to the voiding of the winnings. However, as a gesture of goodwill and in appreciation of your cooperation, we have decided to make an exception in your case and restore your initial deposit amount. We have already processed a withdrawal of €500.00 to your account and additionally restored the remaining deposited funds amounting to €200.00 to your balance.
Your current account balance is €200.00, and we kindly ask you to initiate a withdrawal request for these funds at your earliest convenience.
Thank you for your understanding and cooperation.
For reference, your Ticket ID is MLW-VVRJN-238
Kind regards,
Sam
IntellectBet Support Team
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To rate this answer or view ticket history please follow the link:
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1 month ago
TranslationMy update from May 12, 2026:
I have also submitted the case to the certified ADR body ABC-ADR under case number ADR-2026-000008.
IntellectBet has still not responded and has closed the account.
Please actively mediate.
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1 month ago
TranslationOn May 12, 2026, I submitted a formal request for information to the operator (IntellectBet / Casiworx NV) pursuant to Article 15 of the GDPR. The following specific data points were ultimately requested:
Full data disclosure: A copy of all data processed about me (master data, verification documents, communication logs).
Transaction & Game History: A complete list of all bets, game rounds, wins and losses, as well as all deposits and withdrawals since the account was opened.
Internal records: Detailed documentation of the reasons for the account suspension, including any risk assessments or internal notes on my gaming behavior.
Justification for the demand: Since IntellectBet blocked access to my account, I was deprived of any possibility of checking my own transaction data. The refusal to release this data violates the market location principle of the GDPR (Art. 3 para. 2) and suggests a lack of transparency and integrity.
I have given the operator a deadline of May 26, 2026. Should this deadline pass without result, I will also report the case to the relevant European data protection authorities.
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1 month ago
Dear bennyconradi198718,
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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1 month ago
Dear bennyconradi198718, 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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1 month ago
TranslationHello Karla,
Thank you so much for your support. Here are the answers to your questions to clarify the situation:
1. Successful withdrawals: Yes, I have already successfully received a partial withdrawal of €700. The casino processed this withdrawal before suddenly confiscating the remaining €4,800 due to alleged rule violations.
2. KYC Verification: Yes, my account is fully verified. I have attached a screenshot of my profile showing the status "Verified" to this email.
3. Bonus Status & Allegation "Reward Calendar": I played with my own deposited money. The casino now claims I had an active "Reward Calendar" bonus.
I categorically deny having knowingly chosen or activated such a bonus.
I have formally requested the technical log files (audit trail) that are supposed to prove exactly when and how I allegedly agreed to this activation (including IP address and timestamp).
To date, the casino has not provided any evidence of this activation, nor have they even acknowledged receipt of my formal complaint dated May 15th.
4. Game rounds & betting behavior: The casino claims a violation of the "max bet" rule. I dispute this as a blanket reason for canceling the entire balance.
According to my records, the vast majority of my gaming activity was within the limits, with many significant wins (including certainly over €2,500) achieved with stakes of €3 or less.
Since the winnings were generated in different stages and sessions, the casino cannot simply cancel the entire balance without providing a transparent report of each individual spin. I am still waiting for these game logs to verify their claims.
5. Type of games: I played exclusively slots. No sports betting.
Conclusion: It is highly unprofessional that the casino has ignored my official "Complaint Submission Form" for days. I am requesting Casino Guru's assistance in obtaining the game logs and the bonus activation log. Without these documents, the casino's accusations are completely unfounded. PS: I have forwarded the email exchanges to you, along with a photo showing that my account was verified and that I only played casino games, not placed any bets.
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1 month ago
Dear bennyconradi198718,
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, Michal K., (michal.k@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
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1 month ago
TranslationGreat, thank you so much for your support, I really appreciate it and I'm looking forward to the new information from Michal.
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1 month ago
Hello bennyconradi198718,
I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter to see if I can help somehow.
We would like to invite IntellectBet Casino to join the conversation.
Dear IntellectBet Casino,
Could you please provide us with the player’s complete game log for our independent assessment?
We would like to review the games played, the bets placed, and the details regarding the alleged bonus claim and utilization, including the specific bonus involved and when it was supposedly claimed. This will help us determine whether, and at what point, the maximum bet limit may have been exceeded, as alleged in the email communication to the player. Furthermore, if there are any other elements affecting the situation that cannot be made public, I would be grateful if you could share those, along with any evidence, directly with me at michal.k@casino.guru for a independent review.
Thank you in advance.
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1 month ago
TranslationHi Michal, I really appreciate your efforts, thank you and have a nice evening later.
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1 month ago
TranslationHi Michal, should I also send your email, as you last wrote it, to IntellectBet support?
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1 month ago
TranslationAs you correctly requested, the key lies in the technical logs (audit trail). The casino informed me via email on May 19th that their internal processing time is four weeks. I hope they will be more transparent with you, as a simple export of the game logs and bonus opt-in data only takes a few minutes for the casino's IT department.
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1 month ago
TranslationHello Michal,
I would like to add some essential facts to the thread that completely call into question the casino's argument and are crucial for your independent review:
1. Artificial Delay of Payouts: The now-cancelled winnings of €4,800 were legitimately requested for withdrawal by me on April 30, 2026. The casino kept these requests in "processing" status for over 11 days without any explanation. Only on May 11, or rather in the early morning of May 12, 2026 – precisely when I began to escalate the matter and demand the payout – were the transactions suddenly canceled and the winnings voided. This extreme delay contradicts the casino's terms and conditions (1-3 business days is standard) and strongly suggests a deliberate stalling tactic.
2. Contradictory Partial Payout (Recognition of Gameplay): IntellectBet has already processed a partial payout of €700 via MiFinity from this exact gaming session (€500 regularly before the suspension and €200 immediately afterward as an alleged refund). If I had actually committed a serious breach of the bonus terms, the casino should not have been allowed to pay me any money at all. The declaration of this €200 as a mere "goodwill gesture" is legally and logically untenable. The payout already fundamentally confirmed the legitimacy of my session within the system.
3. Proportionality & Separate Profit Stages:
The remaining, disputed €4,800 was not generated by a single "lucky win" or in a single round. My balance was built up over a longer period in completely separate, consecutive winning streaks with standard, rule-compliant stakes (mostly €3 or less). Even if the casino falsely claims that a limit was exceeded at a specific moment, this in no way justifies, according to fair industry standards, the blanket cancellation of winnings achieved in completely undisputed rounds of play before or after.
This is precisely why the detailed game log you requested (including all exact stake amounts and timestamps per spin) is so important.
Thank you for your professional work, I eagerly await the casino's response within your timer!
Best regards,
Benny
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3 weeks ago
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.
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2 weeks ago
Dear bennyconradi198718,
I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you wish to pursue your case further you can contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.
Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try.
You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.
For the future, I highly encourage you to select casinos based on their reviews and ratings, opting only for those that are well-established, licensed, and highly regarded to minimize encountering similar situation. I regret that we were unable to assist you further in this instance.
Best regards,
Michal
Casino Guru
