Starzspins Casino - Player claims that payment has been delayed.

Hallo sehr geehrtes Team ich warte auf eine Auszahlung seit dem 09.11.2025. Verifyziert bin ich auch schon. Aber Auszahlung sollte schon erfolgen, aber nichts passiert. Der Chat ist total unfreundlich und untauglich. Ich hab bei denen den Eindruck das die nicht auszahlen wollen. Unnütze der ganze Chat. Vertrösten mich nur. Ich hoffe Sie können mir weiterhelfen?

Schöne Grüße

Kim3112

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.

Dear Kim3112,

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

Habe ihnen eine Screenshot von meiner Email geschickt, die aussagt das ich verifyziert bin und das die Auszahlung in 15 Minuten erfolgen sollte. Und bis jetzt noch nichts, auch reagiert der Support überhaupt nicht auf meine Email. Schöne Grüße und einen schönen 4 Advent sowie eine tolle Weihnachtszeit wünsche ich dem ganzem Team hier. Eure Arbeit ist großartig.

Dear Kim3112,

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.

Hallo sehr geehrtes Team ich wünsche Ihnen schöne Weihnachtstage. Leider nein, da hat sich noch nichts getan mit der Auszahlung. Schöne Grüße Kim3112

Dear Kim3112, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please attach a screenshot of your pending withdrawal?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Hallo sehr geehrtes Team leider kann ich auf den Chat nicht zugreifen. Dieses Casino ist neu gewesen, deswegen vorher noch keine Auszahlung gehabt. Den Rest schicke ich Ihnen über Email. Schöne Grüße Kim3112

Dear Kim3112, thank you for your response. Unfortunately, I have not received the screenshot of your current withdrawal, could you please try sending it again?

Additionally, do I understand correctly that your account is currently pending verification? If so, could you please confirm whether you have provided all the required documents as soon as possible and in the correct format?

Thank you in advance for your reply.

Best regards,

Attila G.

Hallo nein mein Konto ist schon seit Mitte Dezember 2025 verifyziert. Das hab ich ihnen doch eingereicht, die Email. Auch habe ich Ihnen den Beleg der Auszahlung geschickt. Hatte Screenshot gemacht davon. Ich schicke das Ihnen noch einmal zu.

Schöne Grüße Kim3112

Das ist der Beleg der Auszahlung

Dear Kim3112,

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, Lucia (lucia.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,

Attila

Hallo Dankeschön für Ihre Bemühungen.

Schöne Grüße Kim 3112

Hello Kim3112,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Hallo vielen Dank das Sie für mich da sind. Ich hab noch nichts neues. Ich halte Sie auf den laufenden.

Schöne Grüße Kim 3112

Hello Kim3112,

I sent you an email. Please check your inbox.

Thank you.

Dear player,

I am communicating with the casino outside of this thread. I will notify you, when I receive any updates.

Thank you for your patience.

Hallo vielen Dank. Ich wünsche Ihnen und das ganze Team hier ein schönes Wochenende. Schöne Grüße Kim3112

Hello Kim3112,

I’ve checked with the casino regarding your withdrawal, and they have confirmed that the issue has now been resolved.

Previously, your withdrawal request was rejected because your account was still pending KYC verification. However, your documents have since been successfully verified, and your account is now fully approved. The funds should be available in your balance.

At the moment, there is no active withdrawal request on your account. I suggest that you please log in and submit a new withdrawal request. Once you do so, the casino will be able to process it normally, and we can confirm that there are no further complications.

If you experience any issues, please let me know.

Hallo, Dankeschön ich hatte doch eine Auszahlungsanfrage gestellt. Aber gut ich logge mich ein und stelle nochmal eine. Vielen Dank für ihre Bemühungen. Ich melde mich, wenn ich mehr weiß.

Schöne Grüße Kim3112

Hallo sehr geehrtes Team ich habe meinen Gewinn heute auf meinem Konto erhalten. Dankeschön für Ihre ganzen Bemühungen.

Schöne Grüße Kim3112

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kim3112,

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,

Lucia