Mania Casino - Pelaajan kotiutus on viivästynyt.

Hello,

I am submitting a complaint regarding a delayed withdrawal.

I requested a withdrawal of €970.4 on 4. March. As of today, it has been 15 days and I have still not received the funds.

Initially, the withdrawal status was shown as "created." I asked about when it would be processed 2 days ago on Live Chat and the withdrawal changed to "processing," where it has now remained for the past 2 days without any further progress.

I have also contacted the casino via email to request an update on the status of my withdrawal, but I have not received any response.

At this point, the delay significantly exceeds the timeframe stated in the casino’s terms, and I have not been provided with any explanation for the delay.

I can confirm that:

My account is fully verified

I have complied with all terms and conditions

There are no active bonuses affecting this withdrawal

I kindly request that the casino processes my withdrawal without any further delay or provides a clear explanation for the hold-up.

Thank you for your assistance.

Miroslav

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Dear mprovod,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please share with me your most recent communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@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.

Best regards,

Tomas

Hello Tomas,

Thank you for your message.

Yes, I have made several successful withdrawals from the casino in the past.

Regarding recent communication, I contacted the casino via email but did not receive a reply. I also spoke with Live Chat a few days ago, where I was informed that the withdrawal would be processed the same day, which did not happen.

However, I have now noticed that the withdrawal status has changed to "Accepted." Based on my previous experience with this casino, withdrawals are usually received within 24 hours after reaching this status.

For this reason, I would prefer to wait another 24 hours before providing additional evidence, as I expect the funds to arrive shortly.

If the withdrawal is not received within this timeframe, I will provide screenshots of my communication, including the Live Chat transcript.

If I receive the funds, I will mark this case as closed and resolved.

Thank you for your assistance.

Kind regards,

Miroslav

Hello Tomas,

Thank you for your assistance.

I would like to update you that although the withdrawal status has now changed to "Success" in my account, I still have not received the funds in my wallet.

Today, I have contacted the casino again and requested confirmation of the payment, including the transaction hash (TXID).

Unfortunately, I do not have a saved transcript of the Live Chat conversation, but I was previously informed by their support that the withdrawal would be processed the same day. This did not happen, and since then the only change has been the status update in the cashier.

I only have copies of my outgoing emails, as the casino has not replied to them so far.

At this stage, I am happy to proceed with the complaint, as the withdrawal has still not been received despite being marked as completed.

I will update and the thread as solved immediately if the funds arrive.

Thank you for your help.

Kind regards,

Miroslav

Thanks for the update.

If our intervention is necessary, kindly share any evidence of the incident, such as screenshots of your communication or a screenshot of the payout transaction in question as it appears in the casino's records.

Post the information here or send it to my email at tomas@casino.guru

Looking forward to your reply.

Hello Tomas,

Thank you for your message.

I am now providing additional evidence.

The withdrawal from 4 March for €970.40 was requested on 4 March and is currently marked as "Success" in my account, but I have still not received the funds.

I have attached a screenshot of the withdrawal status.

I have also attached (above) screenshots of my Live Chat communication with the casino.

In the chat on 17 March, I was informed that I would receive the withdrawal the same day, which did not happen.

In my most recent chat today, I was told the issue has been escalated again and that I should be contacted on Monday.

Despite this, the withdrawal has still not been received, and no transaction details (such as TXID) have been provided.

Thank you for your assistance, and I hope this can now be resolved. If I receive further information or the withdrawal I will update you here straight away.

Kind regards,

Miroslav

Hello Tomas,

I would like to provide a quick update.

I asked on the Live Chat if they have any news about my withdrawal and the casino has now asked me to provide some proof that the withdrawal was not received in my wallet, like transaction history. I find this unusual, as for cryptocurrency withdrawals the standard proof should be the TXID provided by the casino as they should see in their system if they sent the withdrawal or not and if they did, just give me the crypto TXID and then I can investigate with my Exchange.

I have requested the TXID from them so I can verify the transaction on the blockchain, but so far it has not been provided.

I did share a screenshot of my wallet showing that no corresponding transaction has been received since the time they marked my withdrawal as processed.

Thank you for your assistance.

Kind regards,

Miroslav

Hello mprovod,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience and updates provided.

• Looking at the screenshots you posted, the ID of the transaction seems to be cut short, but at the same time, in a format usual for crypto hash transaction identifiers. Is it possible for you to get the details of the transaction by yourself?
• Is the ID in the casino's records different from the hash of the transaction you can look up independently?
• Have you received the details of the transaction from support since your last post?

Please let me know.

Hello Tomas,

Thank you for your message.

The ID shown in the casino cashier (35c87d27373e4002b395801769b2cacf) appears to be an internal transaction reference rather than a blockchain TXID. It does not match the format of a standard crypto transaction hash and cannot be used to track the payment on the blockchain.

I have not received any TXID or transaction details from the casino so far, despite requesting it from their support.

At this stage, the withdrawal is marked as "Success" in my account, but without a valid TXID, I am unable to verify that the payment has actually been sent.

Please let me know if you need any further information from my side.

Thank you for your assistance.

Kind regards,

Miroslav

Dear mprovod,

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, Stefan (stefan.m@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,

Tomas

Dear mprovod,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Mania Casino to join this conversation and assist in addressing the complaint.

Dear Mania Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

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 have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru