The player from Germany had been waiting for a withdrawal of €495 since August 20, 2026, after making a deposit and reaching a total of €3938. Despite multiple inquiries to customer support about the delay, she had not received her payout and had not been asked to complete a KYC process. The complaint was then marked as resolved after she confirmed that the issue had been settled, and we closed the case accordingly.
Crazy Tower Casino - Player's withdrawal is delayed for two weeks.
Resolved
Our verdict
Case closed
Amount: €1,463
Crazy Tower Casino
Safety Index 6.8 Fresh casinoCase summary
Discussion
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1 week ago
Translation
Hello, I made a deposit of €400 on July 21, 2026, and played with my real money. I managed to reach a total of €3938. I have already received five payouts of €495 each, and I have a pending payout of €495 as of August 20, 2026. My account balance is currently €968.
Since I have been waiting for my withdrawal request to be processed since August 20, 2026, I have repeatedly contacted the live chat to ask for information about the delayed payment. I was only told that everything was fine and that I should wait.
My question is, how much longer should I wait?
Fourteen days have already passed, which is plenty of time to process a withdrawal request. I wasn't asked to complete a KYC check; if that were to happen, I wouldn't have any problem with it and could submit the documents later, but that wasn't the case.
I request that my case be processed as quickly as possible at this casino and ask Casino Guru for help with the next steps.
Thank you and best regards.
DD
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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
Dear Jonamia,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.
- Have you accumulated your winnings with the help of a bonus?
- Could you please share a screenshot of your pending and processed payout requests? Post them here or send the information to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 week ago
TranslationHello, no, this was my real money.
No problem. I would like to emphasize that, strangely enough, a payment (the payment from August 20, 2026) was processed immediately today.
Please censor the data as my email address is visible, thank you.
Furthermore, I would like to emphasize again that it is not normal to wait over 14 days for a refund and that this should work faster.
Best regards
DD
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6 days ago
TranslationHello, I wanted to let you know that I received a payment today. I have now submitted the final payment request; once it's processed, I can inform you immediately and the complaint can be marked as resolved.
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yesterday
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Jonamia,
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,
Tomas
