The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The issue was marked as resolved by the player after communication with the Complaints Team. We confirmed the resolution and updated the complaint status accordingly. The player was encouraged to contact us for any future issues.
Ragnaro Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,000
Ragnaro Casino
Safety Index:Very lowCase summary
Discussion
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1 month ago
Translation
Delayed payout / misleading statements from support
Ladies and Gentlemen
I hereby file an official complaint against Ragnaro Casino.
On March 31, 2026, I requested three payments of €500 each (totaling €1,500). These are still in "processing" status, even though the stated processing time of three business days has already been exceeded.
Additionally, there is another amount of approximately €1,500 in my gaming account, which cannot currently be withdrawn.
What is particularly problematic is that I have received contradictory and sometimes incorrect information from support on several occasions:
I have been repeatedly assured that the payout is "safe".
I was informed that the payment would be made "on the same day".
Later, further delays were mentioned, without any concrete explanation.
When I ask specific questions, I only receive standardized answers without a clear status.
To date, none of the requested payments have been made.
I have already given the casino ample time and inquired politely several times, but without a satisfactory resolution.
I therefore request assistance in clarifying this case and that the casino immediately processes and pays out the outstanding withdrawals of €1,500.
Thank you for your support.
Automatic translation:
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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 Mickstar,
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
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Mickstar,
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,
Karla
