The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was resolved when the player confirmed receiving two winnings from the casino, totaling €185. The Complaints Team had marked the complaint as 'resolved' following her confirmation.
Sushi Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €185
Sushi Casino
Safety Index:Very highCase summary
Discussion
Public
Public
8 months ago
Translation
Hello, I played on May 13, 2025, and withdrew €185. The verification was repeatedly delayed. They kept asking for new documents. I've never had such a hassle with verification anywhere else. I've now been verified, but I'm still waiting for my winnings. This delay is really annoying. Can you please help me? The chat at Sushi Casino just keeps putting me off. The casino isn't able to process winnings quickly, but advertises fast payouts. Extremely annoying for the players. Can you please help me finally get my winnings? Best regards, Kim3112
Automatic translation:
Public
Public
8 months ago
Dear Kim3112,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
8 months ago
Translation
Hello dear team, I received two winnings from Sushi. One payout was €100 three days ago, and today it was €85.00.
Thank you for all your efforts. This Suhsi Casino complaint case can be closed.
Best regards, Kim 3112
Automatic translation:
Public
Public
8 months ago
Dear Kim3112,
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,
Dominika
Casino.Guru
