The player from Germany requested a withdrawal of €1,500 over two weeks ago, but the payment has not been processed despite multiple inquiries. She was assured no further verification was needed, yet has received only vague responses about the payout being in the 'final phase.' She seeks assistance in resolving this issue and processing her outstanding payments.
Vicibet Casino - Player is facing delayed withdrawals.
Opened
Current status
Waiting for Casino Guru to reply
4d 11h 10m 20s
Vicibet Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
5 days ago
Translation
Hey dear Casino Guru team,
On February 14th, 15th and 16th, 2026, I requested a payment of €500 each day (a total of €1,500). To date, I have been waiting for processing for over 14 days without receiving any payment.
The balance originated from a 200% bonus on a €50 real money deposit. I have fully and successfully met the wagering requirements. The bonus balance was then converted into €1,000 in real money. With this amount, I increased my balance to a total of approximately €7,500.
Currently, €1,500 (3 x €500 – the maximum simultaneous withdrawal limit) is being processed. Approximately €6,000 more is still in my player account.
I inquired several times via email and live chat. I was repeatedly informed that the payouts were in the "final phase" and had been forwarded to the finance department. I also explicitly asked whether verification (KYC) was required. I was assured that I didn't need to take any further action.
Despite this, no payment has been made yet, and I haven't been given a specific date. The constant standard replies without clear information are very unsettling.
I request your assistance in resolving this matter and for the prompt processing of my outstanding payments. I have attached a few documents; should you require further information or anything else, I am happy to help. I look forward to your response.
Automatic translation:
Public
Public
3 days 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.
Public
Public
3 days ago
Dear AuraChan2004,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing. In order to fully understand the situation, I would like to ask you a few questions:
- Have you made any successful withdrawals before?
- If so, could you please confirm the exact date of your last successful withdrawal and how long it took to be processed?
- Which payment method did you use to withdraw your winnings? Was it the same method you used previously?
I hope we will be able to assist you in resolving this issue as quickly as possible. Thank you in advance for your reply.
Best regards,
Petra
