The player from Spain has a total balance of $3,962 and faces issues with multiple failed or canceled withdrawal attempts from TomCasino, despite submitting verification documents. The casino changed its withdrawal processing time from 24 hours to up to 7 business days without clear explanations, and support provides generic answers, leaving the player without a solution.
Tom Casino - Player’s withdrawal requests are delayed.
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Current status
Waiting for casino to reply
3d 5h 25m 42s
Tom Casino
Safety Index:Below averageCase summary
Discussion
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Public
2 weeks ago
Translation
Hello,
I want to file a complaint against TomCasino.
Case details:
Casino: TomCasino
Total balance: 3,962 USD
I haven't used any active bonuses.
The balance comes from real money earned playing roulette and slots.
The deposits were made with my own funds.
I sent my verification documents (identity document and selfie)
Problem:
I have requested withdrawals on several occasions.
The first and second withdrawal attempts were cancelled or failed without a clear explanation.
Later, the casino indicated that withdrawals, which were originally processed within 24 hours, would now take up to 7 business days due to a "provider review".
At the moment:
My funds have not been paid
The status of the withdrawals remains under verification or pending
Support only provides generic answers, without a clear payment date.
I am not receiving a concrete solution or transparent information about the delay.
I believe the casino is delaying payment without a clear justification.
Summary:
Total amount: $3,962
Several failed or cancelled withdrawal attempts
Change of payment terms (from 24 hours to 7 business days)
No clear explanation from support
Without using bonds
I only play with real money.
I request Casino Guru's assistance to have the casino process my withdrawal and resolve this situation.
I can provide screenshots of:
Account balance
Withdrawal history
Conversations with support
Emails received
Documentation sent for verification
Automatic translation:
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1 week 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 week ago
Hello,
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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.
If there are any adverse developments, please share with me your communication with support on the topic. My email is tomas@casino.guru
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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1 week ago
TranslationI don't have access to the account. They sent me an email apologizing and offering a bonus, which I don't understand since I don't have the account. Basically, they didn't want to pay out on the winnings I made with €60. Since I'm not going to get my money back, I hope this exposes who they are and prevents other people from falling for this casino.
Automatic translation:
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4 days ago
Dear gasol,
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, Peter (peter.c@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
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4 days ago
Hello there,
Thank you gasol for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Tom Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and why the player's account was blocked.
Thank you!
