The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The player reported that his account was fully verified, but his withdrawal had been canceled, and a significant amount of his winnings had been confiscated. The Complaints Team had extended the response time for the player to provide necessary documentation but ultimately had to close the complaint due to a lack of communication from him. The team remained open to assist if the player chose to resume contact in the future.
Royal Coala Casino - Player’s winnings haven’t been received yet.
Closed
Our verdict
Player stopped responding
Amount: €400
Royal Coala Casino
Safety Index:Very lowCase summary
Discussion
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5 months ago
Translation
I deposited €50 with a 350% bonus. Then I had €225 in my account to play with. I wagered the bonus in full. According to the terms and conditions, a withdrawal is possible 5 times. Unfortunately, you can only withdraw €500 at a time and have to wait. I requested a €400 withdrawal on August 11, 2025. And I still have €500 in my account that I want to withdraw. The casino is delaying the payout. And I always get the same response: further checks are necessary. The last time I waited over 14 days, and then the casino simply confiscated the money.
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5 months ago
Dear player,
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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5 months 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, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 months ago
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KYC has been fully completed. Once they simply collected my money. And once they paid out. And now it's taking forever again. As you can see, I've filed several complaints with casinos. They're all from the same casino group.
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5 months ago
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Same incident as at other casinos in the group. 400 euros was up for withdrawal. 500 euros was still in the account for the next withdrawal. What happened? You can see it on the screenshot. Today the withdrawal was canceled and the casino collected 800 euros. They only left me 100 euros. I had deposited 50 euros with a 350% bonus. It was 225 euros with the bonus. I played normally. According to the terms and conditions, a payout x5 is possible. That would make 1125 euros possible for withdrawal. But there was only 400 euros up for withdrawal and 500 euros in the account for the next withdrawal. They simply ripped me off 800 euros. Again, violations of the terms and conditions, they will not comment further and according to them, they can just collect money and deposits for no reason and without giving a reason. What kind of unfair casino group is this, they don't want to pay out anything. They just want to collect. This is a fraudulent organization that systematically rips people off. These are the kind of fraudsters who belong in jail. It's so bad. This entire casino group has already ripped me off in three casinos. Violation of the terms and conditions, VPN used. Not true. Suspicious activity is supposed to have been systematic. What nonsense! I normally played slots on my mobile. What kind of casino and casino group is this? They don't want to pay out anything. They want to rob and cheat people. Why should anyone play at these casinos? They're just fraudsters, nothing more.
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5 months ago
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What the casino is doing is a joke, and so is the whole group. They're systematically ripping people off. Even if you don't take a bonus and win over €1,000, your balance is confiscated. The reason given is that the casino can siphon off funds and deposits for no reason. And this decision is final, and no further questions will be answered. I've downloaded the game history and chat as a PDF and can send it to an email address.
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5 months ago
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This is unbelievable. According to the terms and conditions, a withdrawal is possible three times the deposit. The terms and conditions are a joke and a total rip-off. The terms and conditions are designed to rob players; the main thing is not to pay out. This entire casino group is a mafia. A pure criminal gang out to rip people off. Regarding the withdrawal. I had deposited 50 euros, and if you go by these mafia terms and conditions, it would have been 150 euros. But no, they only left 100 euros. According to the mafia, they are allowed to confiscate funds for no reason. They can confiscate funds immediately after the deposit. Maybe they should remove all casinos from the site and immediately write "Mafia deposit, you will be robbed, just deposit and leave, you won't get anything anyway." A fraudster's organization.
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5 months ago
Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.
Has the casino explained to you why they took those funds from your account?
Could you please clarify what exactly the "3x deposit" rule means in your case?
Could you specify the exact bonus you used?
Could you please confirm that you have passed the KYC verification?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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.
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5 months ago
Translation
I will send you everything via email. I am fully verified. According to the terms and conditions, the casino only allows withdrawals of three times the deposit, and the rest is ripped off. If you deposit €50, the maximum payout is three times €150. Every time so far, the casino has canceled and ripped off, leaving only a minimal amount. The last time I deposited €100 and won over €1,000. €700 was ripped off. €300 was left. This means: a €50 deposit, winnings of €900. A €400 payout. €500 waiting. Withdrawal canceled. €900 ripped off. €100 left. It's only twice. They don't even adhere to the terms and conditions; what this group is doing is systematic rip-off.
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5 months ago
Dear player, I haven’t received any email from you regarding this complaint. If you’ve already sent your communication with the casino or any documents, could you please resend them to [email protected]?
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4 months ago
Dear player,
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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4 months 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,
Dominika
Casino.Guru
