The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The delay was explained as a common occurrence due to pending KYC verification or a high volume of withdrawal requests, and players were advised to wait at least 14 days before filing a complaint. The player later marked the complaint as resolved, indicating the issue had been settled. The complaint was therefore closed by the Complaints Team.
Win.Bet Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €5,000
Win.Bet Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
Dear Casino Guru Team,
Based on the reviews here and on Trustpilot, I have a bad feeling about my withdrawal from this casino. All the reviews are from new accounts that have only reviewed this one casino.
To ensure the process is as open and transparent as possible, I would like to file a complaint now to show the casino how important transparency is to me.
I registered at this casino on April 14, 2026. I deposited €500 via Apple Pay and won almost €5,000 over several hours. I couldn't withdraw this amount due to technical problems. Suddenly, the casino told me I needed to verify my identity and send the documents by email.
I took care of that immediately. Now the casino is taking its time to review these documents, and support keeps saying the same things.
Due to the communication and the "new" reviews, I have a negative feeling and am worried about not getting my money back.
Automatic translation:
Public
Public
3 weeks 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 weeks ago
Dear Kronos1995,
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
Public
Public
2 weeks ago
TranslationFor context, I deposited €500 and played without a bonus.
When I tried to withdraw the money, I was asked to verify my account. I complied immediately and sent the photos.
Support said the verification would be completed within 72 hours at the latest. Nothing happened, the 72 hours have passed, and support says they are waiting for feedback from the security department.
The casino is behaving very unprofessionally and is trying to unnecessarily prolong the payout process.
Automatic translation:
Public
Public
2 weeks ago
TranslationDespite multiple exchanges with support, no help is in sight. They keep saying the security department is working on it.
It seems I'll never see my money again.
No reputable casino needs more than 4 days to review 4 photos.
The casino keeps giving the same generic answers.
Automatic translation:
Public
Public
2 weeks ago
TranslationUpdate: Day 6 and still not verified. Always the same excuses.
Automatic translation:
Public
Public
2 weeks ago
TranslationUpdate on day 8: I just received an email saying I need to submit new photos. I complied immediately. Let's see what happens now and how long it takes.
Automatic translation:
Public
Public
1 week ago
TranslationAfter 9 days I was verified and was able to withdraw on the same day, unfortunately only via crypto.
The casino is reputable regarding payments but unnecessarily extends the verification period to 9 days.
Thanks everyone. This can be closed.
Automatic translation:
Public
Public
1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kronos1995,
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,
Karla
