Casiny Casino - A retirada do jogador foi adiada.

On July 16, 2025, I requested a withdrawal of €1,800 from my Casiny player account.

To date, after almost three months, the payment has not been made.

The support team has repeatedly given me contradictory explanations in numerous chats and emails:

Initially it was said that there was an internal system error,

later that only crypto withdrawals were possible,

subsequently it was confirmed that bank transfers continue to work,

Afterwards it was claimed that my IBAN was incorrect, even though it was correct.

I've entered the same, verified IBAN multiple times. However, Casiny's system regularly displays error messages like "System error, please contact support."

Support repeatedly promised a response "within 24–48 hours," but no solution or payout was ever forthcoming.

I have screenshots of all chat histories and error messages as proof.

For weeks, I've been kept waiting with standard answers, while my balance continues to not be paid out.

I request CasinoGuru's support and mediation so that CasinoGuru can finally process the payout or provide a comprehensible, verifiable explanation.

The support communication is contradictory and indicates a lack of willingness to pay.

I even tried other withdrawal options offered (credit card). That was also unsuccessful. I even tried a completely different card with a different IBAN. All to no avail.

I am willing to provide all receipts, screenshots, and the complete chat history.

Best regards,

Martin K***

Ich habe am 16.07.2025 eine Auszahlung von 1.800 € über mein Spielerkonto bei Casiny beantragt.

Bis heute, nach fast drei Monaten, wurde die Auszahlung nicht ausgeführt.

Der Support hat mir in zahlreichen Chats und E-Mails immer wieder widersprüchliche Erklärungen gegeben:

Zunächst hieß es, es gäbe einen internen Systemfehler,

später, dass nur Krypto-Auszahlungen möglich seien,

anschließend wurde bestätigt, dass Banküberweisungen weiterhin funktionieren,

danach wurde behauptet, meine IBAN sei falsch, obwohl diese korrekt ist.

Ich habe mehrfach dieselbe, geprüfte IBAN eingegeben. Das System von Casiny zeigt jedoch regelmäßig Fehlermeldungen wie „System error, please contact support".

Der Support versprach mehrmals eine Rückmeldung „innerhalb von 24–48 Stunden", aber es erfolgte nie eine Lösung oder Auszahlung.

Ich habe Screenshots sämtlicher Chatverläufe und Fehlermeldungen als Nachweis.

Seit Wochen werde ich mit Standardantworten hingehalten, während mein Guthaben weiterhin nicht ausgezahlt wird.

Ich ersuche CasinoGuru um Unterstützung und Vermittlung, damit Casiny die Auszahlung endlich vornimmt oder eine nachvollziehbare, überprüfbare Begründung liefert.

Die Kommunikation des Supports ist widersprüchlich und deutet auf mangelnde Zahlungsbereitschaft hin.

ich habe sogar andere angebotene Auszahlungsmöglichkeiten ( Kreditkarte )versucht. Auch das blieb erfolglos. Und sogar eine ganz andere Karte mit einer anderen iban versucht. Alles ohne Erfolg.

Ich bin bereit, sämtliche Belege, Screenshots und den vollständigen Chatverlauf zur Verfügung zu stellen.

Mit freundlichen Grüßen,

Martin K***

Important Notice:

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We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello.

Two months ago, withdrawals via bank transfer were still possible without any problems. I also passed the KYC.

I earned this amount even without a bonus.

Best regards

Hallo.

2 Monate zuvor waren Auszahlungen per Banküberweisung noch problemlos möglich. Die KYC habe ich auch bestanden.

Den betrag habe ich auch ohne bonus erspielt.

mit freundlichen Grüßen

Everything seems to be working now, but I still can't withdraw. I requested a credit card withdrawal, but they keep canceling it for no reason.

HELP

Jetzt scheint alles zu funktionieren aber dennoch keine Auszahlung möglich. Eine Kreditkarten Auszahlung habe ich beantragt. Diese werden grundlos storniert.

HILFE

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I sent everything to the email address provided.

Ich habe alles an die angegeben email gesendet.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear KMMK92,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casiny Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello. Okay, thanks for everything. I'm excited to see what happens.

Hallo. Okay, danke schonmal für alles. Ich bin gespannt was bei rum kommt.

Dear KMMK92,

Our team has investigated your case and has been in touch with you. We are looking forward to your response.

Kind Regards,

Casiny Team

Now I suddenly notice that I'm trying to make withdrawals but they're failing.

I don't own a crypto wallet.

jetzt fällt aufeinmal wieder auf das ich Auszahlungen versuche die fehlschlagen.

ich besitze kein krypto wallet.

Kindly respond to us via email, so the relevant team can guide you accordingly and resolve the issue. We appreciate it if the response is not sent to us here, as this will delay the process. Thanks.

That's already been done. With pleasure.

Das ist bereits geschehen. Sehr gern.

Hi KMMK92,

Our team has been trying to get hold of you via phone and email.

Hello. And they also received a reply via email.

Hallo. Und per email haben sie auch eine Antwort erhalten.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Last update from the relevant team is that the player has not responded to the email we sent last week.

Dear Casiny Casino representative,

could you please inform us about the subject of the email and clarify the reasons for the delay in the player’s withdrawal process?

The delay is because of the payment method. We are trying to find a way to have this resolved asap with the player.

Dear KMMK92,

could you please get in touch with the casino via email as they are trying to resolve the issue. Please keep us updated of any new development.

I should now wait another 4-5 weeks because they are currently working on a payment method.

Ich solle nun weitere 4-5 Wochen warten, weil jetzt wohl an einer auszahlungsmethode gearbeitet wird.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We are doing our best to find a payment method that can help us resolve this issue. We have no intention of holding the funds, but these solutions take some time to be resolved. However, rest assured, we are doing our utmost to close this issue as soon as possible.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Jana, we already responded a week ago. The solution will not be available in a few days, even though we are working on it. Once we have a solution in place, we will update the player and on here.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear KMMK92,

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,

Jana