HomeComplaintsHorus Casino - Player faces delayed withdrawals.

Horus Casino - Player faces delayed withdrawals.

Amount: €8,000

Horus Casino
Submitted: 30 Jan 2025 | Case closed : 17 Feb 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Germany had four pending withdrawal requests of €2000 each and had waited over six days for processing, despite previous withdrawals being completed within 1-2 days. Daily inquiries to customer support yielded no help, with the finance department remaining unresponsive. The casino acknowledged a payment delay due to a thorough gameplay check. The player did not respond to further inquiries from the Complaints Team, leading to the rejection of the complaint.

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Translation

On January 24, 2025, I requested a withdrawal of €2000 and in the following 2-3 days, I made three more withdrawal requests each for €2000. Altogether, I have 4 pending withdrawals, each for €2000. I've written to customer support every day, but they keep saying they can’t help me because payouts are handled by the finance department, and that I need to be patient. Previous withdrawals were processed within 1-2 days. This time, I've had to wait over 6 days so far. I wrote to the finance department 3 days ago but have not received any replies.

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Automatic translation:
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Dear Tobisoleil,

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,

Tomas

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Translation

All right, then I'll wait and let you know if it worked or if I'm still waiting. Thank you very much

Automatic translation:
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Dear Tobias & Tomas,


We kindly apologize for the payment delay.


Due to a recent gameplay abuse by a fraud organisation, we had to do a thorough gameplay check of everyone's activity, which caused this delay in processing your withdrawals.


We expect to finish our review tomorrow and approve your withdraws, our finance department will inform you on steps you need to take from your side to facilitate the processing.


We are deeply sorry for this negative experience, and hope this wont shake your trust in our site. We had to do our due diligence.


For anything further I remain at your disposal.


Kind regards,


Horus Casino

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Thanks to both parties for your reply.

Dear Tobisoleil,

Please keep me informed about any further developments.

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Dear Tobisoleil,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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