The player from Austria had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player reported delays beyond the casino's stated 3-day processing time and expressed frustration over a maximum withdrawal limit of €500. Despite the casino confirming the account was fully verified and no additional documents had been requested, the withdrawal remained pending. The player later confirmed that the money had been transferred but did not respond to further inquiries from the Complaints Team. As a result, the complaint was closed due to lack of player response.
Realz Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: €3,400
Realz Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
Hello, I tried to make a withdrawal from Realz Casino several weeks ago. I initiated the withdrawal on a Monday. I waited until Thursday because it said it would take a maximum of 3 business days. I then canceled the withdrawal because I thought there had been some kind of error. I then repeated the withdrawal on January 8th, 2026. I still haven't received my withdrawal. Support keeps saying the same thing: it takes a maximum of 3 business days, but due to the high volume of withdrawals, it can sometimes take 5 days.
They delay every withdrawal indefinitely! How are you supposed to withdraw €3400 with a limit of €500 when every withdrawal takes almost two weeks? It takes three months! 😅 That's harassment in my opinion.
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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 Sebi17K,
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
TranslationI understand what you mean, but why does support always say 3 days when they know there will be delays?
I don't need to verify myself because I'm already verified at other casinos in the chain.
But 14 days for a withdrawal is a very long time when I consider how little time other casinos need. In that case, I think the Casino Guru rating is a bit too high.
Consider this: for a withdrawal of €3400, where every withdrawal will almost certainly take two weeks, you'd have to wait three months to receive your entire amount 😂 That's pretty cheeky. Don't you think this is done intentionally to encourage players to gamble away their money?
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1 month ago
TranslationI inquired again today, and suddenly support asked if I had uploaded all the required documents, even though support had always said my payouts were correct and I just needed some patience. My account statement says I don't need to verify it, and support replied that I would receive an update shortly.
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1 month ago
TranslationOf course, I still haven't received anything.
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1 month ago
Dear Sebi17K,
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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1 month ago
TranslationNo, it wasn't! It's only €500 left because I blew the rest for fun, since I'll never play at this casino again. Two weeks for a withdrawal, and then you can only withdraw a maximum of €500. This casino is absolute garbage.
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1 month ago
TranslationTo cut a long story short: I HAVE NOT RECEIVED ANY MONEY TO THIS DAY!
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1 month ago
TranslationPlease help!
You gave the casino a top rating.
How can this possibly happen? I'm increasingly reading online about casinos simply not paying out! Keep in mind that the casino states a processing time of 3 business days, and I've been waiting 14 days.
The rating needs to be adjusted immediately and the players need to be warned.
Please reply
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1 month ago
TranslationToday is the 25th and I still haven't received anything.
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1 month ago
Hello Sebi17K,
Thank you for the update. I understand your frustration with the ongoing delay.
To help us clarify the situation and move forward more efficiently, could you please provide:
- A screenshot of your casino account showing the pending withdrawal(s), including the amount and current status in your withdrawal history
- The exact date when the currently pending withdrawal was submitted
- Confirmation of the payment method selected for this withdrawal
- Please also confirm whether the casino has requested any additional documents recently or if your account still shows as fully verified
Once we have this information, we will be able to review the case more clearly and proceed with the next steps.
Thank you very much for your cooperation and patience.
Karla
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1 month ago
TranslationWhy should I contact you if I'm just going to wait forever for something to be done?
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1 month ago
TranslationThe casino did not request any further documents and I am still fully verified.
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1 month ago
Hi, Sebi17K
Could you please confirm whether all requested withdrawal funds (€3,400 in total) have now been successfully received in your account?
If possible, please also let us know the date of the last payment.
Thank you for your cooperation.
Karla
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3 weeks ago
Dear Sebi17K,
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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2 weeks 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,
Karla
Casino.Guru
