The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. We explained that withdrawals could take up to 14 days and might be delayed by KYC verification or a high volume of requests, so she was asked to wait and cooperate with the casino. The complaint was later marked as resolved by her, and we closed the case as resolved after confirmation that the issue had been settled.
Magneticslots Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,513
Magneticslots Casino
Safety Index 7.3 Above averageCase summary
Discussion
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2 weeks ago
Translation
Sure. I would formulate the entire complaint from scratch, also taking into account the catch with the 24-hour deadline and without stating anything that is not written on the website:
Casino Guru complaint
I won €2,513 at Magneticslots Casino and I am having problems withdrawing my winnings.
I passed all the checks requested by the casino, and on 09/01/2026 I received confirmation by email that my account is now verified.
The casino allows withdrawals of up to €500 within 24 hours. On 01.09.2026 I initiated the first withdrawal of €500, and on 02.09.2026 I initiated another withdrawal of €500. So far I have requested withdrawals totaling €1,000, but I have not yet received any of my winnings.
I continue to initiate withdrawals of €500, according to the limit imposed by the casino. Because of this limit, in order to withdraw the entire amount of €2,513, I have to initiate successive withdrawals, €500 every 24 hours, until I can request the entire amount.
The problem is that on the official casino website, in the withdrawals section, it states that most withdrawals are processed within 24 business hours after approval. I have a screenshot to prove this.
I contacted support to find out when I would receive my money. An agent told me that I have to wait 72 hours for each withdrawal. I don't understand why the agent is telling me a 72 hour deadline when the casino website states that most withdrawals are processed within 24 business hours after approval.
At this time, I have not received any payment, although my account is verified and I already have two withdrawals of €500 initiated.
Please, Casino Guru, help me clarify this situation and, if possible, intervene with the casino to help me withdraw my winnings of €2,513.
I can provide all the necessary evidence: confirmation that my account was verified, screenshots of withdrawals, screenshot from the website where the 24-hour deadline is mentioned, and the conversation with the agent where I am told to wait 72 hours.
I just want to be able to withdraw my winnings normally and receive the money that belongs to me.
So far I have received absolutely no money.
Automatic translation:
Public
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2 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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2 weeks ago
Dear Camelia11,
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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1 week ago
Dear Camelia11,
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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5 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Camelia11,
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
