Kaszino.hu Casino - Player claims that payment has been delayed.

Hello,

I am submitting a formal dispute regarding my withheld funds with the operator Goldbet.

My account balance of 105,000 HUF has been frozen and my withdrawal request has not been processed. I have fully completed the required KYC verification (ID and selfie), which was approved without issues.

At this stage, no clear or valid justification has been provided for the withholding of my funds. If any alleged violation is claimed, I request full disclosure of the specific terms breached, together with verifiable evidence.

I have acted in good faith and in compliance with the platform’s rules. Therefore, I consider the continued withholding of my funds without transparent justification to be unacceptable.

I request immediate review of this case and prompt release of my funds. If the operator refuses, I expect a formal written explanation supported by specific contractual grounds.

Thank you.

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.

Dear Peter12,

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 Peter12,

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,

Thank you for your message.

Unfortunately, I still have not received my withdrawal, and my funds remain unavailable. My account has already been fully verified, and I have complied with all requested KYC procedures.

I kindly ask Casino Guru to proceed with the investigation and contact the casino regarding this issue.

Best regards, Peter12

Dear Peter12, 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?
• 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

Hello Karla,

I have not made any successful withdrawals before.

I deposited 5000 HUF and won around 105000 HUF.

I played casino games, not sports betting.

I did not use any active bonus while playing.

My withdrawal is still delayed and I am waiting for the payment.

I will send screenshots of my communication with the casino as well.

Thank you for your help.

Dear Peter12,

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, Samuel, (samuel.s@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 Peter12,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Kaszino.hu Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Kaszino.hu Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Thank you for your message.

I still have not received my withdrawal. My account was blocked because of multiple accounts, but my KYC verification was completed successfully before that.

I did not use any bonus. I deposited 5000 HUF and won around 105000 HUF.

Thank you for looking into my case.

Best regards,

Peter12

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.

I am very disappointed with Goldbet. They were not even able to provide a response to my complaint within the given timeframe.

Because of their actions, I have lost 105,000 HUF. This money would have been very important for my family, as I have five children.

What disappoints me the most is not only the financial loss, but also the lack of communication and respect shown towards a customer who was simply looking for an explanation.

I hope other players will be treated more fairly in the future.

Hello Peter12,

first of all, I would like to thank you for your patience throughout this process.

Unfortunately, despite my efforts to contact the casino both through the complaint thread and outside of it, I have not been able to obtain any meaningful response or cooperation from their side. As things currently stand, I do not have sufficient information to continue the mediation process further.

For that reason, I will now close this complaint as "unresolved", which will negatively affect the casino's Safe Index rating on Casino Guru.

As a next step, I would recommend that you submit your complaint directly to the relevant Hungarian regulatory authority, Szabályozott Tevékenységek Felügyeleti Hatósága (SZTFH). You can contact them at: panaszbejelentes@sztfh.hu.

I am sorry that I could not achieve a better outcome in this case. Should the casino decide to cooperate in the future or if you receive any new information, please feel free to contact us and we can review the matter again.

Best regards,

Samuel

Casino Guru