The player from Germany initially had no issues with deposits and withdrawals until he attempted to withdraw €3,800 on July 23, 2025, which was canceled due to missing verification. After completing the necessary steps, he was advised to make smaller withdrawals of €1,000, but that payment had not been received, and he still could not withdraw the remaining €2,800. The issue was resolved after the player confirmed the resolution, and the complaint was marked as 'Resolved' in the system.
Richard Casino - Player's winnings have been delayed.
Resolved
Our verdict
Case closed
Amount: €3,800
Richard Casino
Safety Index:Very highCase summary
Discussion
Public
Public
6 months ago
Translation
Hello everyone,
In the beginning everything went smoothly, from deposits to withdrawals.
But that changed on July 23, 2025, after I wanted to cash out my winnings of €3,800.
The payout to my credit card was promptly canceled, and I was informed that the remaining verification was still missing.
So I completed the remaining steps and received an email confirmation that the verification was now complete.
A little later, I received an email from Richard Casino asking me to cancel my withdrawal of €3,800 and instead make smaller withdrawals (€1,000) per withdrawal.
So I did, and had €1,000 paid out to my credit card.
However, the payout has still not arrived in my account and I was informed by email from Richard Casino about alleged problems with my bank's payment service provider.
So far, I haven't even received the €1,000 back into my player account. Where did the money go?
I wanted to have the remaining €2,800 paid out at least as a test and for my own safety, but the amount was still not approved for withdrawal.
Now I'm left empty-handed and don't know what to do next.
But, maybe CasinoGuro can help me with that.
We'll see...
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, I’d like to ask you a few clarifying questions:
- Could you please let me know the exact date when the casino cancelled your €1,000 withdrawal request?
- Have you tried using a different payment method to process your withdrawal?
- Which payment methods have you successfully used for withdrawals in the past?
- Would you be able to send me a screenshot of the withdrawal options currently available in your casino account?
- When was the last time you contacted the casino regarding the failed €1,000 transaction?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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Thank you for your patience, and stay safe.
Public
Public
6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear RSK87,
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,
Veronika
