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I requested a withdrawal on 04/12/2025. The casino clearly informed me that the withdrawal processing time is 14 days and asked me to wait.

I fully respected this instruction and did not use the funds during the waiting period. At no point was I informed that the withdrawal was rejected, cancelled, or that using the funds would void my withdrawal.

After more than 14 days had passed, the casino still did not complete the payment. Later, they claimed there was a "technical issue", cancelled the withdrawal without prior notice, and provided no written proof or transaction reference.

The casino repeatedly asked me to wait, gave contradictory explanations, and closed the live chat several times without resolving the issue.

I have full evidence including screenshots, dates, and chat conversations proving:

- the 14-day instruction,

- that the waiting period was respected,

- and the contradiction in the casino’s statements.

I am requesting Casino Guru’s assistance to obtain my rightful withdrawal and a clear written explanation from the casino.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your withdrawal history in your casino profile?
• Am I correct in understanding that your original withdrawal request was cancelled by the casino?
• When did you request your most recent withdrawal?
• Have you selected the same payment method for your withdrawal request as you previously used for depositing?
• Is your account fully KYC verified?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for your message and for reviewing my complaint.

Please find my answers below:

Withdrawal history

I am attaching screenshots of my withdrawal history from my casino account, which show the dates of my requests, the processing status, and the cancellations.

Cancellation of the original withdrawal

Yes, that is correct. My original withdrawal request was cancelled by the casino after I had already waited close to (or reached) the stated 14 business days. I was then asked to submit a new withdrawal request, effectively restarting the waiting period.

Most recent withdrawal request

My most recent withdrawal request was submitted immediately after the previous one was cancelled by the casino. The exact date is visible in the attached withdrawal history screenshots.

Payment method

Yes, I used the same payment method for the withdrawal as I previously used for depositing, in full compliance with the casino’s rules.

KYC verification

Yes, my account is fully KYC verified. I was informed by the casino that my verification was completed successfully, and no further documents are required from my side.

I would also like to emphasize that throughout this process, I received contradictory information from multiple support agents regarding the final processing date (16 January, then 19 January, then additional delays). Each time the 14-business-day limit was approaching, the withdrawal was either delayed, reinterpreted, or cancelled, forcing the process to start over.

Please let me know if you need any additional information or further evidence from my side. I appreciate your assistance and look forward to your guidance on how this matter can be resolved fairly.

Best regards,

Najae

Greetings,

According to our records, the account was permanently blocked due to a potential gambling issues, there is zero on their real money balance, the paid out amount is ~15k eur.

Please kindly let us know if we may be of any other help.

Regards

Please find attached a screenshot confirming the final withdrawal processing deadline communicated by the casino (19/01).

If further information or additional screenshots are required, I am happy to provide them.

I would like to clarify that I am requesting compensation in the amount of €15,150, which corresponds to the balance that was subject to my original withdrawal request.

This request is not based on gambling losses, but on the casino’s failure to process the withdrawal within the confirmed 14-business-day timeframe, followed by an unjustified cancellation without prior notice.

Had the withdrawal been processed as confirmed by the casino, the funds would have been removed from my account and no further gameplay would have been possible.

Therefore, the loss of these funds is a direct consequence of the casino’s procedural failures, contradictory communication, and delayed handling.

I respectfully ask Casino Guru to assess whether the casino should be held responsible for the full amount under fair gaming and consumer protection principles.

I remain available to provide any further evidence required.

Hello Veronika,

Thank you for your response.

Regarding your request for additional information, I would like to clarify that I am only able to provide the chat conversation screenshots. Unfortunately, I do not have access to my full casino account anymore because the casino has blocked/restricted my account.

As a result of this block, I am unable to access my withdrawal history or profile section to take additional screenshots. The chat conversations I have already submitted are the only evidence currently available to me, and they clearly show the instructions given by the casino, the waiting period, and the contradictory explanations I received.

Please let me know if the provided chat evidence is sufficient, or if there is any alternative way to proceed given the circumstances.

Thank you for your understanding and assistance.

Best regards,

Najae

Hello Veronika,

Thank you for your continued assistance.

I would like to clarify an important point regarding my attempts to resolve this issue directly with the casino.

I did contact the casino by email at the official address provided by their support, requesting a clear written confirmation regarding the status and deadline of my pending withdrawal.

However, I did not receive any reply to this email.

To avoid any ambiguity, I am attaching screenshots clearly showing:

the email sent to the casino,

the date and time it was sent,

and the absence of any response.

These screenshots confirm that I made a good-faith effort to resolve the matter directly, but without success.

I kindly ask that this be taken into account when assessing the casino’s handling of my withdrawal request.

Thank you very much for your attention and support.

Hello Najae,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Najae,

Am I correct in understanding that eventually, you lost your entire balance in regular gameplay, and your balance was zero at the time the casino closed your account?

Have you requested to be self-excluded due to gambling addiction before you lost your remaining balance?

Dear Veronika,

Thank you for your follow-up. I would like to clarify this point precisely.

Yes, it is correct that the funds were eventually lost in gameplay, however this occurred only after my withdrawal request had already been submitted and accepted as "in processing".

At the time I requested the withdrawal:

my balance was not zero,

the withdrawal was confirmed by the casino,

and I was instructed multiple times to wait for processing.

Because the withdrawal was not processed within the stated timeframe and was later cancelled/reset by the casino, the funds remained available in the account. As a result of this delay and lack of resolution, the balance was later lost in gameplay.

To clarify:

The loss of funds was a consequence of the casino’s failure to process the withdrawal,

not the reason why the withdrawal was not paid.

I did not request self-exclusion due to gambling addiction prior to this situation. The account closure was initiated by the casino after the withdrawal issues had already arisen.

I hope this explanation clarifies the sequence of events accurately.

Kind regards,

Najae

Dear Najae,

Thank you for your detailed explanation.

After carefully reviewing all the information provided by both you and the casino, we would like to clarify our position.

It is not disputed that you initially submitted a withdrawal request and that it remained in processing for a certain period of time. However, based on the available evidence and the casino’s statement, the funds in question were eventually used for regular gameplay, and your balance reached zero before the account was permanently closed.

While we understand your argument that the delay contributed to the situation, it is important to note that as long as the withdrawal was not finalized and the funds remained available in your gaming balance, they were still accessible and playable. Once the balance was used for further gameplay and lost, the casino is not obligated to compensate those funds retroactively.

Casinos may, in certain circumstances, cancel pending withdrawals (for example, due to technical, security, or responsible gambling reasons), provided that the funds are returned to the player’s balance. In such cases, if the player continues gambling and loses the funds, this is generally considered standard gameplay activity rather than a withholding of winnings.

Additionally, you confirmed that you had not requested self-exclusion prior to losing the remaining balance. Therefore, we do not see grounds to hold the casino responsible for the subsequent losses under responsible gambling principles.

Taking all of the above into account, we unfortunately do not find sufficient justification to require the casino to pay the claimed €15,150, as the funds were ultimately lost during regular gameplay.

For this reason, we will be rejecting this complaint as unjustified.

Kind regards,

Veronika

Casino.Guru Team