The player from Spain had three pending withdrawal requests totaling approximately €2,750, which had not been processed after seven weeks. He had contacted support frequently but only received the same excuses without clear answers or resolution. He expressed concerns that the casino was stalling on the payouts. We attempted to gather more information to understand the situation but received no response from the player, leading to the complaint being closed due to lack of communication. The player was informed that the complaint could be reopened if he chose to resume contact.
MisterXvip Casino - Player's withdrawals are delayed and unprocessed.
Closed
Our verdict
Player stopped responding
Amount: €2,750
MisterXvip Casino
Safety Index 6.3 Below averageCase summary
Discussion
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3 weeks ago
Translation
I want to file a formal complaint regarding the situation I am experiencing with an online casino that, after more than two months, still has not processed or paid my pending withdrawals.
I currently have three pending withdrawal requests totaling approximately €2,750, each for around €1,000. I feel it's important to emphasize that these are not small amounts and that the waiting time is completely disproportionate.
For over two months, I've contacted support almost daily and always receive the exact same response: that the relevant department is very busy and that the payment will be processed "soon." However, they never follow through on what they say.
On several occasions, they've even given me specific dates when I was supposedly going to receive the money, but those dates have come and gone and I haven't received a thing. They always respond with the same excuses and without offering a real solution or reliable timeframes.
The most worrying thing is that I was recently informed that they might pay one of the three withdrawals soon, while they're giving me absolutely no guarantees about the other two. After waiting for over two months, it feels like they're just stalling indefinitely.
For this reason, I want to state for the record that, in my experience, the casino is not showing any real willingness to resolve the situation. I don't receive clear answers, they don't meet the deadlines they themselves indicate, and, most importantly, withdrawals are still not being paid out.
I would appreciate any help or mediation possible to try to resolve this situation.
Thank you so much.
Automatic translation:
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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
Hello
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 understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
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.
Best regards,
Attila
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2 weeks ago
TranslationHave you made any successful withdrawals before?
Yes, but only for small amounts. They don't pay for large amounts.
Can you confirm that you have passed the KYC verification?
Yeah
Have you accumulated your earnings with or without an active bonus?
No
Automatic translation:
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2 weeks ago
Thank you very much for your response. To better understand your current situation, could you please confirm the following details?
· Could you let us know how long did your last successful withdrawal took to be processed?
· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
Thank you for your patience and assistance.
Best regards,
Attila
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1 week ago
Dear jpulindro,
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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yesterday
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
