StarsPlay Casino - Player experiences delayed withdrawal process.

I requested a withdrawal of my funds on September 25, 2026, and I was told that the withdrawal would be approved within 24 hours. When the 24 hours had passed, I contacted support and was told that I would receive my money shortly.

This morning, I received an email saying that my account is currently being reviewed and that my funds would soon be sent for payment. It has now been 12 hours since I received that email, and the chat support is still telling me that my account is being reviewed and that I will receive my money shortly.

At this point, I feel like they are deliberately delaying the process in the hope that I will cancel my withdrawal

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Dear liimajoonas,

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,

Kristina

Dear liimajoonas,

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.

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,
Kristina
Casino.Guru