Xbagh Casino - Player’s winnings haven’t been received yet.

I withdrawed BDT 20,000 in my e wallet in Bangladesh and it is still pending since 31/07/2026 and getting the same response from the support saying

Your ticket has been forwarded back to the payments team. They will review the issue and provide an update as soon as possible. Thank you for your patience.

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.

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Dear Jay26,

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 Jay26,

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.

Hi Jean

In one word No. But there is more twist in it.

On 6th August the status of withdrawal changed to "successfull" While the money was not in my ewallet in which i made the withdraw.

Then they went to usual mode of " Let us investigate". they asked for video screenshot of my ewallter forlast 7 days and i provided them that as wel. Today as of now, when i am wrting .. the answer is still same . .the team is looking into it.

You can have a look at the attachment of the chat just now. They are asking me to be patient 🙂

I’m sorry to hear about your problem with not receiving your withdrawals. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Have you made any successful withdrawals before?

Yes a small amount.

Could you please confirm that you have passed the KYC (Know Your Customer) verification?

There was no KYC step. Only email address verification.

Have you accumulated your winnings with or without an active bonus?

never opted any bonus. or dont have any active bonus.

Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

it is still showing "Success" Since august 6th. please see the attachment,. I think its self explanatory.

Dear Jay26,

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, Ayberk, (ayberk.a@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,

Jean

Thank you. Appreciate it.

Hello Jay26,

My name is Ayberk, 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 Xbagh 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,

Ayberk

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.

I am currently attempting to reach the representative outside of this thread. Therefore, I will set one final deadline while I await their response.

Hello, Jay26!

We apologize for the delay in responding. We are currently looking into the matter and will provide you with an update shortly. We appreciate your understanding.

Sincerely,

Xbagh.

Dear Jay26,

The casino was unable to locate your account using the provided email address. Could you please provide your specific game account ID so they can investigate the case further?

Thank you for the information provided. I have passed it on to our specialists; they will review your requests—provided you actually submitted them. I will get back to you with an answer shortly.

Thank you.

Hello, Jay26!

We have received a response regarding your request (3906): we require a PDF bank statement for the wallet where the funds were supposed to be deposited, covering the period from July 30, 2026, to the present. Processing of your request will resume only after the statement has been verified.

Sincerely,

Xbagh.

Dear Jay26,

The casino has requested a PDF bank statement for the account where the funds were expected to be received, covering the period from July 30, 2026 to the present.

Please provide the requested document so the casino can continue investigating your withdrawal.

Yea I will soon.

Dear Xbagh Casino,

The player has provided the requested bank statement. Could you please review the file and provide us with an update once it has been verified?

Hello, Jay26!

I have passed this information on to the specialists. I am awaiting a response from them regarding your request.

Sincerely,

Xbagh.

Hello!

Our specialists are currently reviewing the movement of funds. We need a little more time.

Sincerely,

Xbagh.

Dear Xbagh Casino,

Thank you for the update. Please continue the payment trace and provide us with the outcome once your specialists have completed their review.

If the withdrawal is confirmed as successfully delivered, please also provide the relevant payment confirmation or trace showing where the 20,000 BDT was sent.

Hello, Ayberk!

As soon as the specialists complete the investigation regarding this withdrawal, I will post the response and confirmation here.

Sincerely,

Xbagh.