The player from Switzerland had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. Partial withdrawals totaling several thousand francs had been paid over time, but a significant balance had remained pending. The player had complied with KYC verification requests except for the proof of payment with Paysafecard, which the casino had repeatedly refused despite explanations and evidence provided. Due to the casino's lack of response and refusal to accept the submitted documents, the complaint was marked as unresolved and closed by us. Later, the complaint was reopened at the casino's request, and the account was successfully verified after the player clarified the Paysafecard payment method. The casino confirmed that the remaining withdrawals were in progress, and the complaint was ultimately marked as resolved following the player's confirmation of receipt.
Vipsta Casino - Withdrawal of player's winnings has been delayed.
Case closed
Amount: 10,500 CHF
Vipsta Casino
Safety Index 6.4 Below averageCase summary
Translation
Good morning, since 03.26.2026 and the following days I have made 3 withdrawals (much more than 1 week ago), each of 500fr (total 1500fr), but they still have not processed them and the withdrawals have not even arrived in my bank account, .. contacted more than 4 times on the support chat but they repeat as always to be patient and that the withdrawal will be processed shortly, they also told me that the bonus has been passed correctly so it is all the balance to withdraw and that the KYC verification is not necessary, everything is okay with my profile, so I just have to wait... I want to point out that with this casino it is the first time I try to withdraw
Honestly from what I can see they do not respect their TERMS AND CONDITIONS at all, since they still have to process my first 3 withdrawals, could I kindly have your support? or help?
I currently have a balance of 9000fr and 3 withdrawals in progress (1500fr) ... I am attaching screenshots of the complete histories of withdrawals, payments, bonuses,
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.
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If anything seems suspicious, contact us directly.
Stay safe.
Dear Dome9999,
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
Dear Dome9999,
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.
TranslationGood morning dear Carla
On 04/08/2026, the first 3 withdrawals of 1500fr (500fr each) were paid and arrived correctly in my bank account.
On 08/09. 04.2026 I requested 2 more withdrawals of 500fr each....I would honestly like to and is it possible to leave this complaint open?...since I noticed that their TERMS AND CONDITIONS on withdrawals are not exactly respected,...furthermore I still have a lot of balance to withdraw
Thanks in advance
Dear Dome9999, 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 confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Did you play casino games or bet on sports?
- Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.
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.
Karla
TranslationGood morning dear Karla
For all the questions you have given me as you can see in all my comments there is an answer to each question (casino games: book of fallen PRAGMATIC)
As I explained before, the only withdrawals paid are from 04/08/2026 (the first 3 withdrawals of 1500 francs)... I still have a total of 16,000 francs to withdraw.
The only thing I don't actually have is the screenshots of the conversations I had with the support chat,...I hope this doesn't cause any problems...(I wasn't able to get them because I'm currently in the hospital for various health problems)
TranslationGood morning Mr. Karla
I wanted to inform you that today, April 15, 2026
3 more withdrawals (1500fr) arrived that I had made on 08/09/10. April 2026
I still have 14,500 francs left to withdraw
Dear Dome9999,
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,
Karla Mayfly
Hello Dome9999,
My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Vipsta Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Lucia
TranslationGood morning dear Lucia
I wanted to inform you that on April 15/16, 2026, VIPSTA casino paid me 4 withdrawals, ... I still have 1000 fr in processing and 13,000 fr left on the balance..... I still wish if it is possible for this complaint to remain open since I still have a lot to withdraw (14,000 fr in total)
Thank you in advance
Hello Dome9999,
I’m happy to hear things are moving in the right direction. I will leave this complaint open until I receive confirmation that all funds have been received.
TranslationGood morning dear Lucia
Just today, 04/22/2026, the VIPSTA casino support team contacted me by email asking me to send specific documents for KYC verification,... I sent everything they asked of me, furthermore I also attach here the images themselves that I also sent to the VIPSTA CASINO SUPPORT TEAM, so you yourselves dear Lucia can see if I sent correctly or not, and also the timeframes that the casino from now on takes to examine the documents sent.. Their requests for verification were these 3 =
IDENTITY DOCUMENT
PROOF OF RESIDENCE
PAYSAFECARD PROOF OF PAYMENT
Dear Dome9999,
Thank you for the update and for providing the documents.
Unfortunately, we have not yet received any response from the casino regarding your case. We will continue to monitor the situation closely and inform you as soon as there are any new developments.
In the meantime, please keep us updated on any further communication you receive from the casino.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationGood morning Mrs. Lucia
The VIPSTA support casino refused me only THE PROOF OF PAYMENT WITH PAYSAFECARD,....I had explained to them that since I live in Switzerland, to purchase the paysafecard, it is not necessary to have a PAYSAFECARD account, ...in Switzerland there is a banking app called TWINT ...and with it you can directly purchase the PAYSAFECARD,...once purchased you will receive the proof of purchase and payment and top-up code that you made on my personal email,...I attach all the images of PAYSAFECARD and I sent the same images for the KYC verification on my gaming account,...but they continually refuse it...I don't know what else to send...I don't understand
Dear Dome9999,
I’ve made several attempts to reach the casino, but unfortunately, they have not responded. Without their cooperation, there is very little more we can do to progress your case. For this reason, I will have to mark the complaint as unresolved in our system.
I know this isn’t the result you were hoping for, and I’m genuinely sorry we couldn’t achieve a better outcome. Please keep in mind that unresolved complaints impact a casino’s overall rating, which can motivate them to adjust how they handle such issues. If the casino chooses to reply at a later time, we will reopen your complaint immediately and notify you by email.
In the meantime, I recommend reaching out to the Tobique Gaming Commission by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this.
For tips on how to file your complaint effectively, you can refer to the article linked. If you need help with the submission or receive an update from the regulator, feel free to contact me anytime at lucia.s@casino.guru
I’m truly sorry we couldn’t reach a more positive resolution.
Best regards,
Lucia S
We’ve reopened this complaint at the request of Vipsta Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
As there are currently technical difficulties on the Casino Guru website and some casinos are temporarily unable to respond directly within the complaint thread, please find below the response provided by Vipsta Casino Team via email:
"Dear Casinoguru,
Thank you for giving us the opportunity to review and resolve this matter, and we are truly sorry for any inconvenience the player experienced during the verification process.
Dear Dome9999,
We appreciate your detailed explanation regarding the Swiss TWINT and Paysafecard payment method. We are very pleased to inform you that your account has now been successfully verified, and your withdrawal requests are currently in progress.
Please be assured that we are closely monitoring your transactions until all of your pending requests are fully completed.
Thank you for your patience and cooperation throughout this process.
Best regards,
Vipsta Casino Team"
Dear Dome9999
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Dome9999,
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
