888Starz Casino - Pelaaja väittää, että maksu on viivästynyt.

I have been trying to withdraw 118 EUR for several days. My requests are repeatedly 'Approved' and then manually 'Rejected' by the operator with vague excuses like 'technical issues' and 'payment processing error'. I have provided all documents, and my initial deposit was made via the same system. The casino is intentionally stalling the payment and even threatened to block my email when I complained. I have already contacted the licensing authority (Antillephone), but the casino continues to manipulate the withdrawal status.

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.

Dear Naudiooo,

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

Update: The casino is now just sending automated responses, telling me to 'create a withdrawal request later' without addressing my request for a bank transfer or explaining why previous approved withdrawals were canceled. They are clearly avoiding the payout.

Update: It has been exactly one week since my first withdrawal attempt on May 1st. The casino is still completely ignoring my emails and has not processed my manual SEPA request, despite me providing all IBAN/SWIFT details. They are even sending me promotional 'reload bonuses' while withholding my funds. I am still waiting for any official response regarding my 118.02 EUR

I just spoke with support again. They admitted to 'technical problems' but refused to process the manual SEPA transfer I requested weeks ago. Instead, they suggested I deposit MORE money via another system to 'verify' it, which I refused. They are now just repeating the same scripts. Please see the attached chat logs.

The casino support is now sending generic replies (Ticket #TKNBWF) suggesting I use cryptocurrency. This is unacceptable as I have already followed their previous instructions to verify my Mastercard with a new deposit, which was also rejected multiple times. They are providing no real solution to the technical errors on their end

The casino has now officially admitted in an email (Ticket #TKNBWF) that they are experiencing 'temporary difficulties' with their payment system. Despite this, they still offer no solution other than cryptocurrency, which I cannot use. They are acknowledging the fault is on their end but still refusing to process my withdrawal to my verified card or via SEPA

Dear Naudiooo,

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.

Dear Karla,

​Thank you for stepping in. Unfortunately, the withdrawal has NOT been received, and the casino continues to reject my payout requests.

​There have been significant developments:

​After following the casino's strict instructions to deposit and verify my Mastercard (Swedbank), my withdrawal requests on that verified method were still repeatedly rejected with 'Operator error'.

​I have recently received an email from the casino's support team (Ticket ID: #TKNBWF) where they officially admit to experiencing "temporary difficulties with their payment system".

​Despite admitting the issue is entirely on their end, they refuse to offer a standard solution (like a manual SEPA bank transfer) and are continuously pressuring me to use cryptocurrency instead. I do not use cryptocurrency, and I should not be forced to change my payment methods due to technical failures on their part.

​The funds (€118) are still sitting in my casino account, and the casino is stalling. I kindly request your assistance in pushing the casino to process the payout to my verified Mastercard or via a direct bank transfer.

​Thank you for your support.

Dear Naudiooo, 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