The player from Germany was facing issues withdrawing €600 from Tycoon Casino, which claimed there were unused no-deposit bonus funds. He asserted that he had not used a no-deposit bonus, and his account showed that the bonus had been fully wagered according to the casino's terms. He sought a thorough investigation and concrete explanations regarding the casino's reasoning for withholding his payout. We initially asked for clarification and later escalated the complaint after he reported repeated withdrawal cancellations, contradictory payout statuses, and delayed verification. The casino’s payment issues and the confusion over IBAN versus card/crypto payout methods were raised, but the case was now marked as resolved after he confirmed receipt of his winnings.
Tycoon Casino - Player’s withdrawal is delayed due to no-deposit bonus claim.
Case closed
Amount: €600
Tycoon Casino
Safety Index 3.5 LowCase summary
Translation
Tycoon Casino refuses to pay out €600 due to an allegedly unused no-deposit bonus.
problem
I have a problem with Tycoon Casino (tycooncas.com) regarding a withdrawal of €600.
The casino claims that there are so-called "no deposit funds" in my account and that the bonus has not yet been fully wagered. As I understand it, this statement is incorrect.
I did not use a no-deposit bonus.
My only deposits at Tycoon Casino were:
July 29, 2026: €50
August 15, 2026: €50
On my second deposit on August 15, 2026, I received a deposit bonus of 150%.
After that, I had a total balance of approximately €125 in my account.
I have fully met the bonus requirements. My player profile shows the bonus and bonus progress as fully redeemed. This can be seen in the screenshots.
Despite this, the Tycoon Casino live chat continues to claim that I have no deposit funds and that the bonus has not been wagered.
My deposits and the bonus
To my knowledge, I have never claimed or used a no-deposit bonus.
I made only the two deposits mentioned above. The second deposit was linked to the corresponding deposit bonus.
As I understand it, the bonus has been fully redeemed. My profile also shows that the required redemption has been completed.
Payout of €600
I would now like to withdraw €600.
According to the bonus terms and conditions, as I understand them, once the bonus conditions have been met, an amount of up to 20 times the corresponding deposit can be withdrawn.
This explicitly refers to the 20-fold withdrawal limit of the deposit, and not to the fact that I would have to wager a deposit 20 times.
With a deposit of €50, 20 × €50 would equal €1,000.
My desired payout of €600 is therefore below this amount.
Therefore, I would like to explicitly clarify:
I'm not claiming that I only wagered 20 times the deposit. My point is that, according to the bonus terms and conditions, after fulfilling the required bonus conditions, a withdrawal amount of up to 20 times the deposit is possible.
Contradiction between the casino's profile and statement
The problem is that the casino claims in the chat that I have no-deposit funds and that the bonus has not been fully wagered.
My player profile, however, shows that the bonus has been fully wagered.
I also did not use a no-deposit bonus.
Therefore, I cannot understand on what basis Tycoon Casino continues to treat my balance as "No Deposit Funds" and prevents the payout of €600.
What I want to know about Tycoon Casino or Casino Guru
I request a thorough examination and a comprehensible explanation:
What specific no-deposit bonus is supposedly in my account?
When should I receive or have used this no-deposit bonus?
Why is my bonus shown as fully redeemed in my player profile?
How does the casino view my current balance of €600 as being composed?
Which of my two deposits were taken into account in the calculation?
On which specific bonus condition does the casino cite its reason for refusing the payout of €600?
If there really is a no-deposit bonus: Why isn't it displayed in my account in a way that makes it easy to understand?
I will provide screenshots of my player profile, bonus status, deposits, and communication with the live chat.
As I understand it, I did not use a no-deposit bonus, but simply made two deposits and fully wagered the deposit bonus of the second deposit.
Since my profile shows the bonus as fully wagered and my desired payout of €600 is below the 20x payout limit of the deposit as I understand it, I ask Casino Guru to review the case and request a concrete explanation of the casino's decision.
I do not want special treatment, but simply a transparent explanation based on the actual bonus and transaction history of my account and – provided the bonus conditions are actually met – the payout of my €600.
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Tycoon Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you repeatedly checked your wagering progress during the time your bonus was active?
- Have you played the free spins part of the bonus yet?
- If the free spins are part of the bonus, we recommend that you play the free spins and wager the winnings from them in order to fulfill the conditions of the bonus
- Please let us know once this condition is complete.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
TranslationThe free spins have been used up. The bonus has been fully wagered. The €600 is now displayed as real money. Verification is delayed. All documents have been submitted. I finally want to withdraw my money.
TranslationI asked again in the chat. They said they received all the documents. The bonus has been fully wagered. 600 euros is now real money. But nothing is happening on their end. They're not verifying me. I want my money already. I wrote to them in the chat that playing like this isn't fun. And that I won't deposit and play with them again until I receive my money. The chat warned me that if I continue the conversation like this, they'll ban me from the chat. The casino has to prove it's reputable and pays out funds before anyone deposits any more money there.
Dear Dima8875,
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, Jana (jana.k@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 Dima8875,
My name is Jana, and I will be your point of contact moving forward as we work to resolve your complaint. I sincerely apologize for the delay you have experienced with your withdrawal. Please rest assured that I will reach out to the casino and do my utmost to expedite the resolution of this matter as swiftly as possible.
I would also like to invite a representative from Tycoon Casino to join this conversation and assist us in addressing your complaint.
Dear casino, could you kindly provide the reason for the delay in processing the player's withdrawal?
Thank you in advance for your prompt response and cooperation.
TranslationAccording to the information on the casino website, my withdrawal has already been processed. The money was supposedly paid out via SEPA yesterday. However, no money has arrived in my bank account to this day.
Today it suddenly says that the payment was made via Mastercard | Visa. I don't understand this at all, because I don't own either a Mastercard or a Visa card.
So how can it be that the website says the money has been paid out, even though I haven't received any payment and I can't even use the specified payment method? 
The information on the casino website is contradictory to me and only makes the situation more incomprehensible.
I have attached a screenshot as proof showing the current payout status.
Dear Dima8875,
Thank you for reaching out. I sincerely understand your frustration regarding this matter. I kindly recommend waiting for the casino to provide further clarification on the situation. Please rest assured that I am committed to resolving your complaint in a manner that satisfies both parties. Your continued support and cooperation are greatly appreciated.
TranslationAddendum to my complaint
I would like to supplement my previous complaint with the following important information:
I am already verified with the casino. Nevertheless, my withdrawal has been cancelled several times.
The casino informed me that I had to make the withdrawal to the same IBAN I used for the deposit. I followed this instruction exactly and requested the withdrawal to my IBAN.
The payment was requested on 23.08.2026 at 15:45.
According to my transaction history, a SEPA payment was made to my IBAN on 25.08.2026 at 11:09 am and displayed as "processed" (successfully processed).
However, on August 26, 2026 at 10:18 AM, the status "declined" was suddenly displayed for this SEPA transfer.
At the same time, a new withdrawal of €600 to Mastercard/Visa was displayed. This is completely incomprehensible to me, as I do not own a Mastercard or Visa card.
I would therefore like to know explicitly why I am still being kept waiting, even though I am verified and have fulfilled all of the casino's requirements for payout.
The casino initially required me to withdraw my winnings to the same IBAN I used for my deposit. I did exactly that. Despite this, the withdrawal was subsequently rejected or canceled and has now apparently been switched to a payment method I don't even have.
Furthermore, to this day it remains completely unclear to me:
Where my money is currently located.
Why the SEPA payment was initially displayed as "processed" (successfully processed).
Why she subsequently appears as "declined".
Why a payout to Mastercard/Visa is suddenly displayed.
When I will actually receive my money.
What's particularly disappointing is that my emails are either not answered or not answered adequately. No concrete information is provided, and I increasingly get the impression that I'm simply being put off and strung along.
I therefore ask Casino Guru to add this new information to my complaint and to confront the casino with these specific questions.
Above all, I want a clear answer as to why my payout is still not being processed despite verification and compliance with the conditions set by the casino itself, and when I will finally receive my money.
TranslationThey don't respond to emails at all, and I don't receive any information, not even in the spam folder. I asked again in the chat where my money is. According to the payment history, the money was paid out twice, but it never arrived. Now they're saying they're having payment difficulties with their IBAN and that I should provide an alternative address. I already have Cardano. And something about my money being blocked and needing to deposit funds to unlock it. This all sounds like a scam, including the screenshots from the chat. 
TranslationUpdate on my case – €600 payout
I would like to update my case and document today's chat with Tycoon Casino.
Over the past few days, the casino indicated that my €600 withdrawal via my specified IBAN had been successfully processed. Therefore, I explicitly requested official proof of payment from Tycoon today, including the transaction/bank reference, execution date, value date, and the confirmed recipient IBAN.
However, in today's live chat, Tycoon informed me that they are currently experiencing "difficulties with outbound transfers via IBAN." This leaves me unsure whether the €600 was ever actually transferred to my bank.
I therefore asked Tycoon where my €600 was and why I had previously been shown that the payout was successful.
Tycoon then offered me an alternative withdrawal method and asked for a Skrill address or a crypto wallet address. I subsequently provided my Cardano wallet address in the chat.
Tycoon subsequently explicitly confirmed:
"We have forwarded your case to the relevant specialists."
and later:
"We've passed on your details and have already mentioned this several times."
Therefore, I assume that my Cardano withdrawal data is available at Tycoon and has been forwarded to the responsible payment department.
I have also repeatedly explained that I have not received an email from Tycoon, not even in my spam folder. However, Tycoon continues to claim that they are waiting for my email reply.
I did not receive a payout today, nor did I receive a blockchain transaction or TXID.
Furthermore, it was mentioned in the chat beforehand that I would need to make a deposit and meet a certain wagering requirement to unlock the balance. I will not be making any further deposits, as the €600 is my already requested withdrawal.
I therefore ask Casino Guru for assistance in clarifying the following points:
Were the €600 actually ever processed via my IBAN?
If so, please ask Tycoon for a genuine proof of payment or a bank reference.
If the IBAN payout was never executed, why was it displayed as "successful/processed" in my account?
Please have Tycoon confirm that my Cardano wallet address was indeed forwarded to the payment department.
Please have Tycoon pay out the €600 via the agreed alternative payment method and inform me of the corresponding transaction ID/TXID after the payment.
I would like to explicitly state that I am ready to mark the case as resolved and update it positively at Casino Guru as soon as the €600 have actually been received.
Until then, I will continue to consider the case unsolved.
I have screenshots of today's chat and previous payout displays as proof.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Dima8875,
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,
Jana
