The player from Austria had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. We had advised the player to wait at least 14 days for withdrawal processing due to possible delays from KYC verification or high withdrawal volumes. After the recommended time frame had passed, the player confirmed receipt of the payout, and the complaint was marked as resolved.
Slots Gallery Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €18,005
Slots Gallery Casino
Safety Index 8.7 HighCase summary
Discussion
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3 months ago
Translation
On April 28, 2026, I requested a withdrawal of €5000, which I received. When I asked support how long the withdrawal would take to process, they said a maximum of 24 hours. Therefore, on April 29, 2026, I requested another withdrawal of €5000, and on April 30, 2026, another €5000, and today the final amount of €3005.
In other words, I received the €5000 transfer once, but the remaining €13005 has not been received since.
Automatic translation:
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3 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 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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3 months ago
Dear Andreaswinkler1996,
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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3 months ago
TranslationI contacted support yesterday - they said I would receive the further payout of €5000 - which has not happened yet.
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3 months ago
Dear Andreaswinkler1996,
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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2 months ago
Dear Andreaswinkler1996,
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 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 Andreaswinkler1996,
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,
Karla
