The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received yet. He later reported that the casino could not send the winnings to the bank account used for his deposit and advised him to open a new bank account. After the recommended waiting period had passed, the complaint was updated and the issue was marked as resolved by the player, so we closed the case as resolved.
Kaasino Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €1,000
Kaasino Casino
Safety Index 7.1 Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello, I would like to officially file a complaint against Kaasio Online Casino.
I still haven't received any payment of my €1000 winnings.
After multiple contacts via email and live chat with the casino's support, no solution to the problem has yet been found.
On July 28, 2026, I requested my withdrawal of over 1000 euros after successful verification at the casino.
After the 48-hour waiting period for the application to be approved, the money should be transferred to my account via bank transfer.
After another four days of waiting, the payment was suddenly cancelled this morning with the explanation that my bank had not authorized the crediting of the amount.
After contacting support immediately via email and live chat, a payout to my Visa card was initiated, but then the payment was cancelled again.
My third attempt to get a payout has still not been acknowledged.
I had to submit numerous additional documents for verification in order to use other payment methods.
To me, this is all just a scam.
I request assistance with this matter as I would like it to be resolved quickly.
Thank you
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3 weeks 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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3 weeks ago
Dear Patrice01,
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
TranslationUpdate: I am now being advised to open a new bank account.
Because the casino cannot pay out the winnings to the bank account from which I made my deposit.
I urgently need help.
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2 weeks ago
Dear Patrice01,
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 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Patrice01,
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,
Jean
