The player from Germany had won a significant amount at Horus Casino and had requested several withdrawals, limited to €1,000 per transaction. Despite being within the casino's terms, which stated a processing time of 2-4 days, the finance team had ignored the player for over a week. Customer service had been unhelpful, urging the player to wait. The issue was resolved after the Complaints Team extended the processing time and facilitated communication with the casino, leading to the player receiving his withdrawals. Ultimately, the player received the majority of his winnings, but the complaint was rejected due to a lack of response from him regarding subsequent issues.
Horus Casino - Player’s withdrawal requests are being delayed.
Amount: €70,000
Horus Casino
Safety Index:Below averageSafety Index
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6.3
Horus Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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6 months ago
Translation
Hello dear Casino Guru team,
I recently had some luck at Horus Casino and won a significant amount on a non-jackpot slot. Consequently, I regularly requested several withdrawals on 10.06 and 12.06, as unfortunately, the casino only allows withdrawals of €1,000 per transaction.
The issue I'm facing now is that I've been completely ignored by the casino's finance team for a week. On 10.06, I directly asked if the money could possibly be withdrawn faster than the imposed limit of €5,000 per week or €20,000 per month, but there has been absolutely no response. The regular customer service has been unhelpful as well, only telling me that they have no insight into the finance team’s processes and that I should just wait.
According to the casino's terms and conditions, the processing time is supposed to be 2-4 days, and in the past, communication was quite prompt. Therefore, I waited a week before reaching out here. I wanted to avoid filing a complaint, but this situation seems quite odd to me.
If you need any further information, please let me know.
Thank you for your assistance!
PS: My casino account is verified.
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6 months ago
Dear Yamison,
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.
- Could you please advise if the entire amount of €70,000 has been approved by the casino and subsequently split into several installments?
- Have you received any winnings already?
- Have you received any communication from the casino at all regarding these withdrawals, or has it been completely silent from their finance team?
- Could you provide any screenshots or documentation of your withdrawal requests and any communication you’ve had with the casino’s customer service team?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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6 months ago
Translation
Hello Petronella,
thank you for the very quick response!
Unfortunately, I have not yet received any feedback from the casino about my winnings, even after asking the finance team several times via email and live chat customer service. Customer service in the live chat just assured me that the payouts are visible and that I should wait.
So far, I have not received any payment, even though I requested the payment of €54,000 exactly one week ago. The remaining €16,000 was only requested two days later.
I will forward my previous emails to the finance team to you straight away + a few screenshots of the requested withdrawals. However, since there are 70 individual withdrawals, I have only sent some of them to you.
Since the communication with customer service took place via live chat, I unfortunately do not have any documentation of this.
Best regards
Yamison
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6 months ago
Hi Yamison,
I have checked the general terms and conditions and this is what I found (here):
In case of big winnings or Jackpot win in any of the Jackpot video slots the maximum withdrawal of such winning may not be grater than 5.000 EUR, or the equivalent amount in your chosen currency, per week. You agree that we shall only be obliged to pay to you the maximum amount specified above.
Please understand that maximum withdrawal limit is clearly outlined in T&C and since your withdrawals were requested just nine days ago, we will extend the timer for an additional 5 days and allow some more working days to casino to process your requests. Let’s stay positive and wait for the good news regarding your withdrawals.
Thank you in advance for your patience.
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6 months ago
Translation
Hello Petronella,
I am also familiar with this passage, but this restriction only applies to jackpot slots. That is why some websites also have a warning about the casino in relation to jackpot winnings and jackpot slots.
However, none of my winnings came from a jackpot slot, so this restriction does not apply.
If there are any problems, it would at least be nice to receive some feedback from the casino, but unfortunately there is complete radio silence from the casino.
Let’s hope for a response soon.
Thank you for your efforts and best regards
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6 months ago
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Update:
I have just received a response from the casino: The responsible game provider is currently examining the gameplay and is waiting for a response. As soon as this is done, I will receive a final response from the casino.
At the same time, I also asked for an approximate time.
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6 months ago
Hi Yamison,
Thank you very much for the update. It's not unusual for the game provider to thoroughly review significant wins. I will set the timer for an additional 7 days and ask you to keep me informed of any further developments.
Thank you.
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5 months ago
Dear Yamison,
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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5 months ago
Translation
Hello Petronella,
Unfortunately, I haven't heard anything new from the casino yet. Do you know how long such an audit can take?
Best regards
Yamison
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5 months ago
Thank you very much, Yamison, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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5 months ago
Dear Yamison,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Horus Casino representative to join this conversation.
Dear Horus Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
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5 months ago
Translation
Hello Mirka,
I just received a new response:
"We are, unfortunately, still waiting for one of the game providers to complete their winnings verification. Since this is taking a long time, we have decided to begin processing and paying out your winnings on Monday, July 8th, with or without this final verification (or sooner in case we receive an answer from them, of course)."
So the whole thing should finally be cleared up by next week.
Best regards
Yamison
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5 months ago
Thank you for your reply, Yamison,
Please notify me, when you receive your withdrawal, or when there is any other important update in your withdrawal process.
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5 months ago
Translation
Update:
I have just received the first €4,000 and an email with information about the withdrawal limit. I am still not entirely sure why it was not €5,000. The remaining amount has now been credited back to my casino account and must be requested again as a withdrawal next week.
Can the case remain open until all the money has been paid out or what happens next?
Thank you and best regards
Yamison
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5 months ago
Dear Yamison,
Have you received a second withdrawal since your last message? Also, have you received any clarification regarding receiving less than the maximum withdrawal limit?
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5 months ago
Dear Yamison,
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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5 months ago
Translation
Hello, please excuse the delayed response.
Yes, I have already received the second payment and the missing €1000 came shortly afterwards. So far everything seems to be going well.
Thank you!
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5 months ago
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Ironically, today's payout didn't arrive. I've already written to the casino.
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