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I submitted a withdrawal request on May 29th at around 01:00 AM, and today is June 1st at 13:00 PM, which means that 84 hours have passed without the transaction being completed. The status still shows as "Processing."

I have been using the platform for over a month and have completed several successful withdrawals during this period. Typically, the processing time does not exceed 15 minutes.

Therefore, this unusual delay is concerning and reflects a negative shift in the platform’s performance.

When I previously contacted customer support, I was advised to wait for 48 hours, but this period has already passed without any update or change in the transaction status.

I kindly ask you to urgently look into the cause of this delay and provide me with a clear update on the status of my withdrawal.

Dear tome222,

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 the 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, please let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

I would like to point out that this is not my first withdrawal. I have successfully completed around ten withdrawals on my account, and each of them took no more than 15 minutes to process. At no point was I ever asked to complete any KYC verification.

I am writing this complaint because this is the first time a withdrawal has been delayed in this way. It has now been more than five days since my request, and every time I contact support, I am only told to wait—without anyone being able to specify when the payment will be processed, which means the timeline is completely open and unclear.

Today is the fifth day, which means there are 9 days remaining.

Thank you.

Thank you for your update and for clarifying your previous withdrawal experience.

We understand how frustrating it must feel to encounter such a delay after having a consistently smooth experience with your past withdrawals. Your point is completely valid—when a platform usually processes withdrawals within minutes, a delay of several days without a clear explanation understandably raises concerns.

While we do encourage players to wait up to 14 days before escalating a complaint, we also recognize that sudden changes in processing times—especially without prior notice or clear communication—can be concerning.

At this stage, we kindly recommend continuing to communicate with the casino and requesting a specific update regarding the cause of the delay. If you don’t receive your withdrawal within the 14-day timeframe, or if you get an unsatisfactory explanation from the casino, we’ll be happy to step in and do our best to assist you further.

We truly appreciate your patience so far and will remain at your disposal in case the situation remains unresolved.

I am waiting, and 14 days is not a long time

Service Rating: ⭐☆☆☆☆

My experience with this website's customer support has been extremely disappointing. Communicating with them leads nowhere but frustration — they keep repeating the same pre-written response every time, without any real attempt to understand or resolve the issue. They do not reply to emails, and there is no clear timeframe or deadline for processing withdrawals, which leaves room for endless delays with no accountability.

I have successfully made several withdrawals in the past without being asked for any documents. However, I’m quite certain that they will eventually justify the current delay by claiming they did not receive the "required documents" — a ready-made excuse that contradicts the actual history of my transactions and raises serious doubts about the platform’s credibility.

It is hard to believe that a website with such poor customer service has a 9.4 rating. This is misleading to users. The lack of transparency, the deliberate ignoring of messages, and the cold, robotic responses make dealing with this platform a stressful and concerning experience.

At the end of every conversation, they always send the same exact message — a generic, copy-pasted response that only adds to the frustration:

"I fully understand you, dear player and I can put myself in your place. However, as I said, sometimes we cannot influence the speed of processing the request by the competent department. But I assure you that your withdrawal request will be processed very soon and you will receive your funds.

I would like to inform you that the amount has been received today. However, please note that the waiting period was excessively long.

Kindly proceed with closing the complaint, and I apologize for any inconvenience caused.

Thank you for your cooperation and understanding

Dear tome222,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru