The player from Germany had a withdrawal request for €491 pending since April 8, despite having made two earlier withdrawals successfully. She had repeatedly contacted live support but only received the same response to wait without any clarification. The issue was resolved after the player confirmed receipt of the €491 payment and a subsequent withdrawal of the same amount. The Complaints Team marked the complaint as resolved once the player confirmed full receipt of her winnings.
Ludios Casino - Player’s withdrawal has been delayed for a month.
Resolved
Our verdict
Case closed
Amount: €1,967
Ludios Casino
Safety Index 8.1 HighCase summary
Discussion
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4 weeks ago
Translation
Hello, I deposited €400 into the casino on March 26, 2026, and played with a bonus. After fulfilling the wagering requirements, I reached a balance of €1967. Then, on March 30, 2026, I made two withdrawals of €491, which were paid out. Now, since April 8, 2026, a withdrawal request for €491 has been pending. I have asked the live support agent several times why my withdrawal isn't being processed and if any further documents are needed from me. The answer was always the same: I should wait. I've tried repeatedly to inquire about the problem and what it might be. I was always told to wait. Now I've been waiting for a month, and the withdrawal still hasn't been processed.
I request clarification of the facts of my case.
Thank you for your efforts. Kind regards.
DD
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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 Jonamia,
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 fully understand the situation.
- Could you please confirm that you have passed the KYC verification?
- Could you please let us know how long your last successful withdrawals took to be processed?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards
Petra
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3 weeks ago
TranslationHello, yes, I am fully verified.
The payout took 2-4 days.
I used Mifinity, and that's how I deposited and withdrew money.
Thank you and best regards.
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3 weeks ago
TranslationHello, I wanted to inform you that I received the payment of 491 today, which I requested on April 8, 2026. I have now submitted another payment request for 491.
Thank you and best regards.
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3 weeks ago
Hello,
Thank you for the update. I’m glad to hear that you have successfully received the payment of 491.
Could you please let me know if there are any remaining issues regarding your payments, or if everything has now been resolved successfully?
If there are no further issues, may I close the complaint in our system as resolved?
Thank you in advance for your reply.
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3 weeks ago
TranslationHello, as I would like to emphasize, I have submitted another withdrawal request. Now the question remains: will it take another month for it to be paid out? I still have a remaining balance in my account.
Thank you, I will close the complaint once I have received the full amount of the credit.
kind regards
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2 weeks ago
TranslationHello, I would like to inform you that I have received my payment of €491. The final payment request is currently being processed. Once this is completed, please mark the complaint as resolved. Thank you.
Best regards
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2 weeks ago
Hello,
Thank you for the update. I’m glad to hear that you have already received the payment of €491.
Could you please let us know if there have been any further updates regarding the remaining payment request that is still being processed?
Once you confirm that everything has been successfully completed and received, we will be happy to mark the complaint as resolved.
Thank you for your cooperation.
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2 weeks ago
TranslationHello, as mentioned, I submitted the final payment request and it is being processed. As soon as I receive it, I will notify you and you can then mark the complaint as resolved. Thank you and best regards.
Edited
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2 weeks ago
Thank you for the information. I am glad to hear that the payments are progressing and that you have already received part of the funds.
Once the final remaining payment has been successfully received, please inform me so that we can proceed with closing the complaint as resolved.
Thank you in advance for your cooperation.
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1 week ago
TranslationThe complaint can be closed; I have received everything.
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1 week ago
Dear Jonamia,
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,
Petra
Casino.Guru
