The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player requested assistance after exceeding the specified waiting time for his withdrawal of 1500 euros. After reviewing the situation, it was determined that he had previously created multiple accounts that were permanently banned for using abusive language. Consequently, his complaint was rejected, and he was banned from Casino Guru.
Mafia Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Other
Amount: €1,500
Mafia Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Ladies and Gentlemen
Dear Casino Guru Team
I made a deposit with a bonus. I successfully wagered my bonus and had a real money balance of (3400) euros.
There were no problems with this
I wanted to withdraw 3000 euros but now the problem begins
I have 3×500€ in the payout so a total of 1500€ in the payout
I made my first withdrawal on 02.10.25 on a Thursday
The casino has informed me that withdrawals will be processed within (3) Three business days
After the 3 working days were over they informed me that it can take a maximum of up to (5) five working days
Seven (7) working days have already passed
I have lost my remaining balance of (1500€) again
The casino lied to me and forced me to continue playing my remaining money of (1500€)
They deliberately did not process my withdrawals so that I cannot request further withdrawals
The maximum processing time had long been exceeded
So I now have a total damage of (1500€)
My payouts have still not been paid out
I am really mentally exhausted and have no patience anymore. I ask for help.
I have recorded several emails and conversations and I am constantly being lied to and always get the same answers
Automatic translation:
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3 months ago
Dear Gentelman,
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 months 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 months ago
Translation
Atilla, the maximum time specified by the casino has been exceeded. I ask you to intervene.
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3 months ago
Dear Gentelman, 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 play casino games or bet on sports?
- Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at [email protected], 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.
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3 months ago
Translation
Have you ever made successful withdrawals?
No I don't
Could you please confirm that you have passed the KYC verification?
No Verification was not required
Have you played casino games or bet on sports?
I played in the casino area
There are 1500 euros in the payout 3×500€
I have not cancelled any withdrawals and I had a total balance of 3400€
Since I was not allowed to do so, I could not make any further withdrawals. Therefore, I had to lose the remaining 1900 euros again.
The casino has and intentionally makes me wait 12 days for payouts so that I continue to play and lose everything, I find that really disrespectful
Currently there are 1500€ in the payout I have been waiting for 12 days for my payout
I have had several conversations confirming that I should have received my payouts long ago
I have conversations that confirm that I don't have to worry that everything has already been approved
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3 months ago
Translation
Dear Attila, I have sent you the evidence by email
Please ask the casino to participate in the conversation here
So that I can finally receive my payouts as quickly as possible
Automatic translation:
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3 months ago
Dear Gentelman,
Thank you very much for the information you’ve provided.
I understand your situation and how frustrating this waiting period can be. However, I kindly ask you to remain patient while we continue to look into the matter. Please also keep in mind that if the funds are used or lost in gameplay, it may limit our ability to assist you further.
Could you please confirm whether you’ve already received your three withdrawals, or if they are still pending?
Additionally, I wanted to let you know that I have not received any evidence from you by email so far. If you’ve already sent it, please resend it or attach it directly here so I can review it as soon as possible.
Thank you in advance for your cooperation and understanding.
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3 months ago
Dear Gentelman,
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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3 months ago
Translation
I would like to know if I am banned from this casino. Can I use my data to play at this casino?
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3 months ago
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Please invite the casino to participate in this complaint
I would like to know if my data is blocked?
The license has changed
The group has changed
Has my ban expired?
Automatic translation:
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3 months ago
Dear Gentelman, I understand your situation and how frustrating this waiting period can be. However, I kindly ask you to remain patient while we continue to look into the matter.
Could you please confirm whether you’ve already received your three withdrawals, or if they are still pending?
Thank you in advance for your cooperation and understanding.
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2 months ago
Dear Gentelman,
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.
