The player from France encountered a problem with a €5000 withdrawal request made over a month ago, which remained in 'pending' status. Despite multiple inquiries through live chat, he did not receive specific information regarding the blockage or a payment deadline, and his account was fully verified. The complaint was closed due to the player's lack of response to the Complaints Team's messages and reminders. It was noted that the player could reopen the complaint if he chose to resume communication.
Love Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €5,000
Love Casino
Safety Index 1.3 Very lowCase summary
Discussion
Public
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3 weeks ago
Translation
Withdrawal of €5000 blocked for over a month (ID 249796)
Detailed description (copy this):
I request the withdrawal of €5000 by bank transfer on May 14, 2026 (ID 249796).
Today, more than a month later, the withdrawal is still in "pending" status.
Despite numerous follow-ups via live chat (agents Jack and Sonya), I have not received:
• No clear ticket number
• No specific reason for the blockage
• No specific payment deadline
The responses remain vague ("verification in progress", "standard procedure"). My account is fully verified (KYC validated).
I also received a "Cancellation Request" option without explanation, which reinforces my doubts.
Automatic translation:
Public
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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 Stephou26,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re facing with your withdrawal, and I completely understand how concerning this situation must be for you.
Unfortunately, we have received numerous complaints regarding delayed withdrawals from this particular gambling establishment. Despite our repeated attempts to engage with the casino and seek resolutions for affected players, they have chosen to adopt a No-Reaction Policy, meaning they do not respond to our mediation efforts.
I can only imagine how frustrating it must be to wait for your winnings without any clear updates. I sincerely hope that the casino will process your payment soon. In the meantime, could you please forward a screenshot of your withdrawal request to veronika.f@casino.guru? This will help us document your case more thoroughly.
Thank you for your cooperation. I appreciate your patience and will do my best to assist you.
Best regards,
Veronika
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2 weeks ago
Dear Stephou26,
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,
Veronika
Casino.Guru
