ShelbyWin Casino - Player's withdrawal is delayed beyond the stated processing time.

Withdrawal pending for more than 21 business days

Hello,

I would like to file a complaint against ShelbyWin Casino.

I submitted my withdrawal request on 4 July 2026 for €140.

Before requesting the withdrawal, I completed all the required verification procedures (KYC), and my account was successfully verified. There are no outstanding verification requests or account issues.

According to ShelbyWin’s own policy, withdrawals are processed within 7–21 business days. However, more than 21 business days have now passed, and my withdrawal is still marked as Pending.

During this time, I have contacted their customer support many times via email and live chat. Unfortunately, every response has been the same generic message, claiming that the delay is caused by a high volume of withdrawal requests and additional security checks. They have never provided:

the specific reason why my withdrawal is delayed;

an estimated payment date;

any evidence that additional verification is actually required.

Instead, they continue sending identical template responses while keeping my funds on hold.

I have acted in good faith, complied with all their requirements, and patiently waited beyond their stated maximum processing period.

I am requesting Casino Guru’s assistance in helping resolve this issue and encouraging ShelbyWin to process my withdrawal without any further delay.

I can provide all supporting evidence, including screenshots of my pending withdrawal, verification status, and email correspondence with the casino.

Thank you for your assistance.

Kind regards,

Zurab ****

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Have you accumulated your winnings with the help of a bonus?

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.

Best regards,

Tomas

This was my first withdrawal attempt from the site.

I initially deposited €30 and used it to place sports bets. I managed to win €102 from sports betting. I then attempted to withdraw the €102, but the withdrawal was cancelled because I had not transferred the funds from my sports balance to my main balance.

After that, I followed the correct procedure, transferred the funds to my main balance, and submitted another withdrawal request. However, that withdrawal was also cancelled without any clear explanation.

After the second cancellation, I played slots and won approximately €200. I decided to withdraw €140 and played through the remaining balance. The €140 withdrawal has been pending since July 5, and I have still not received the funds.

Therefore, I have been waiting for my €140 withdrawal for over a month now, despite having completed the withdrawal process correctly. 

Dear Blackpoll99,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Blackpoll99

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from ShelbyWin Casino to join this discussion and provide their comments regarding the matter.

Dear ShelbyWin Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.