The player from Germany, who had been waiting for a payout since Monday, had reported that the casino was delaying the payment despite his account being fully verified. The player had suspected the casino was stalling in hopes he would gamble away the funds. After a long correspondence with the casino and assistance from our team, the player had confirmed that he received his winnings. We had marked the complaint as 'resolved' in our system.
JustCasino - Player's withdrawal is delayed.
Amount: €4,500
JustCasino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
Public
2 weeks ago
Translation
Good Day,
I have been waiting for my casino payout since Monday. The same response is repeatedly given. Once I hear that the money is already sent and then I hear, "As I have determined, our manager should be able to process your withdrawal request as soon as the responsible department has completed the required security check."
I think they're trying to delay, hoping that I will gamble away the money again.
I urge for a quick resolution as the casino itself states that the money will be paid out within 24 hours.
Automatic translation:
Public
Public
2 weeks ago
Dear Mickstar,
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
Sensitive attachment
Sensitive attachment
2 weeks ago
Translation
After a long correspondence with the casino, it turns out that the casino does not want to pay out my money and talks about finding a solution. They do not say exactly what the problem is. I am asking for your help because I am entitled to the money because I won it.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
Translation
Update: Yesterday the casino assured me that they would give me an answer within a few hours. After writing to them today, I received the same answer again. Something is seriously wrong.
Automatic translation:
Public
Public
1 week ago
Thank you very much, Mickstar, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
Public
Public
1 week ago
Translation
The money just arrived. Sorry, the case can be closed. The municipal one with the casino is really a horror. Thank you very much!
Automatic translation:
Public
Public
1 week ago
Dear Mickstar,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
Please disable your AdBlock