The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was resolved as the player marked the complaint as resolved, indicating satisfaction with the outcome. We appreciated the player's cooperation throughout the process.
Chipstars Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €1,100
Chipstars Casino
Safety Index:HighCase summary
Discussion
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3 days ago
Translation
On November 26, 2025, I requested a withdrawal of €1100. On November 27, 2025, I was asked to cancel the withdrawal and request another one. I did this immediately. I was informed that it could take up to 24 hours to process. After several inquiries with the VIP Manager, I was assured that the money was safe and that I had nothing to worry about. On November 28, 2025, I was referred to the finance department and informed that the withdrawal had not yet been processed. On December 1, 2025, I was again referred to the finance department, and the withdrawal still hadn't been processed. I was also informed that there might be problems with the provider. The finance department is not responding to emails. For months, I haven't been able to make a withdrawal because of constant excuses and a massive delaying tactic. I request assistance; Chipstar is usually a reputable provider, but this behavior is unbelievable.
I am fully verified and have VIP status. I did not play with bonus funds.
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3 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 days ago
Dear flenor,
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
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3 days ago
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WhatsApp history manager
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3 days ago
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I just received the following curious email.
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3 days ago
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The money was just transferred and has already been received.
Thank you so much for your help.
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3 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear flenor,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
