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Two weeks ago, I deposited 6,000 HUF into my casino account and activated a bonus. I fulfilled all the bonus requirements and kept playing until I accumulated 59,150 HUF (147 EUR), which was clearly in my "real money" balance. The next day, I initiated a withdrawal. I entered all the details correctly, and there should have been no obstacles. According to the policy, my withdrawal was supposed to arrive within 24 hours.

However, by the next day, the money had not arrived. I contacted customer support, who told me that there was some technical issue, that a specialist colleague would take over my case, and that they had informed the finance team. They assured me that the money would be in my account within a maximum of five business days.

After waiting for a week and a half, the system marked the transaction as successful, but the money was returned to my casino balance.

After proving that the money never arrived in my account, a casino representative asked me to restart the withdrawal process, assuring me that everything was now fine and that the money would arrive within 24 hours.

The next day, after 24 hours had passed, the transaction had not even reached the verification stage. I contacted customer support again, and they once more forwarded my case to a specialist who, according to them, would resolve it within an hour. They asked for one more hour of patience.

After 30 minutes, I received an email stating that my withdrawal had been canceled. I contacted customer support again, and they once again asked me to initiate the withdrawal process yet again. They could not explain what the issue was or how long it would take to resolve it.

I have been waiting for my money for two weeks, but nothing is happening. I feel like I have been scammed.

Dear mindegy,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand your situation and provide you with the assistance you need, could you please answer the following questions:

• Have you passed the full KYC verification?
• Have you tried selecting a different payment method to process your withdrawal requests?
• Am I correct in understanding that currently, there is one pending withdrawal request in your profile?
• Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Veronika,

Have you passed the full KYC verification?

Yes, I have completed all the verification processes, and they even requested my bank statement.

Have you tried selecting a different payment method to process your withdrawal requests?

No, customer support explicitly prohibited me from choosing a different withdrawal method. According to them, since I deposited using a bank card, I can only withdraw my winnings via bank transfer.

Am I correct in understanding that currently, there is one pending withdrawal request in your profile?

Yes. What you see in the picture are three transactions, representing my last three attempts.

For the first attempt, I was made to wait for a week and a half while the transaction remained in a "pending" status. Then, all of a sudden, it changed to "successful," but the money was returned to my casino account (meaning the system incorrectly displayed the "successful" status, which I have already proven to them).

At that point, they apologized for the technical issues (which we still have no explanation for) and asked me to withdraw the money again. They also restricted me from using any other withdrawal method, forcing me to use bank transfer again. I was assured there would be no issues this time, and the money would be in my account within 24 hours.

After 24 hours, I returned to customer support, but the transaction was still pending—it hadn’t even been reviewed yet, despite the manual verification step usually taking only 1-2 hours. I reported the issue, and the case was escalated to a specialist, with a promise that it would be resolved within an hour. Instead, the transaction was canceled by them.

When I questioned this, I was once again asked to initiate the withdrawal. And now, here we are, with that pending transaction.

Have you made any successful withdrawals from this casino before?

No, i haven't.

Feels like a scam.

After more two weeks it’s solved, 6th time the withdrawal succeeded.

Maybe sometimes they don’t have money to withdrawal so they just delay.

Please close the case, thanks for help!

Dear mindegy,

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