The player from North Rhine-Westphalia had requested a withdrawal less than two weeks prior to submitting this complaint. Their money hadn’t been received yet. We explained that withdrawals could take up to 14 days and asked him to update us after that period, but he later confirmed that he had made a mistake with the money. As no further assistance was needed, we closed the complaint.
Royal Stars Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Other
Amount: €1,999
Royal Stars Casino
Safety Index 8.2 HighCase summary
Discussion
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1 month ago
Translation
Hello. I'm not usually one to file complaints. This concerns the casino described! I submitted a withdrawal request on September 5th, 2026, and haven't received it after 5 days. In the chat, I keep getting the same response: "Congratulations on your winnings, the department is working hard to process your payment." I've been a member of this casino for almost 3 years and never had any problems until now. I'm fully verified and a VIP. Since the takeover/change of ownership, I'm very suspicious, as I usually had my money in my account within 24 hours, which is no longer the case! These responses alone make me suspicious. Please clarify this matter because I'm getting nowhere and keep hearing the same thing! Thank you in advance.
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 soko8888,
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
Dear soko8888,
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.
