The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The player was informed that withdrawals could take up to 14 days due to verification or processing delays and was advised to wait before filing a complaint. After the recommended period passed, the player did not provide an update or respond to follow-up messages. Consequently, the complaint was closed due to lack of communication, with the option to reopen it if the player resumed contact.
Midarion Casino - Player claims that payment has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €50,000
Midarion Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
Dear Casino Guru Team,
I am requesting your assistance in a current case involving an online casino where I have been actively playing for some time.
I have regularly deposited funds into this casino and have also successfully received several withdrawals. As a VIP member at level 3, I was able to withdraw €800 three times, with each withdrawal arriving in my account without any problems the following day.
Recently, however, I won a total of €50,000. Despite my continued active playing, my VIP status was unexpectedly downgraded from level 3 to level 2. Since then, my withdrawals have not been processed. According to the casino, they are "still in the queue," and I am repeatedly asked to be patient.
From my perspective, there's a clear difference in processing since my VIP downgrade. While payouts at level 3 were processed very quickly, they now appear to be delayed. I have the impression that the payout of my winnings is being deliberately held back.
Since I have fulfilled my gambling obligations and there have been no previous problems, I kindly request your assistance in resolving this matter so that I can receive my rightful winnings. Naturally, I will provide you with all necessary information, evidence, and previous correspondence.
Thank you very much for your time and your help.
Best regards
saffyr
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1 month 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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1 month ago
Dear saffyr,
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 month ago
Translation
Hello Atilla,
According to the system, I don't currently need to verify my identity. (see attachment)
Everything has actually worked well so far, which is why I'm a little unsure now, as I really enjoy playing there.
I will keep you updated; if the payments arrive, I will confirm the case as resolved in advance.
Best regards
Saffyr
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3 weeks ago
Dear saffyr,
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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2 weeks ago
Dear saffyr,
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,
Attila
Casino.Guru
