ComicPlay Casino - A retirada do jogador foi adiada por 8 meses.

I don't know if you can help me with this or not but figure it's worth a try.

I've deposited about € 50,000 with this casino, am the highest VIP level, and still they only pay me € 500 a week.

This is obviously not the same as the € 2500/week they advertise.

I have been trying to withdraw my balance for, I believe 8 months at this rate, it is taking forever.

I think they should payout at the rate they advertise.

I have complained to them and they either ignore or say their terms and conditions allow them to pay whatever they want.

The last two payments were made on:

01/07/2025 12:28 AM

12/31/2024 9:44 PM

My remaining balance is € 15,092.94

If you can't get them to payout at the advertised rate, maybe you can change the displayed rate that you show on your review here? I saw similar complaints from others.

Thanks

Dear angelofdebt,

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.

Could you please share any confirmation of your VIP status?

Are there specific reasons or processes for approving larger withdrawals for high VIP players?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hi Dominika,

They send many emails so it's hard to find exactly what my VIP level is but the last one I could find says: "VIP level is now Savior!"

As far as I can tell they don't state anywhere what the limits/amounts are for any given player class.

Yes I have passed KYC verification.

No I did not use a bonus.

Here is the most recent reply from them regarding slow payments:

"I do understand your feelings, however, according to our Terms & Conditions, each cashout request is reviewed individually and a large amount of cash out may be split into smaller parts depending on various factors (Player Class, membership duration, depositing activity, corresponding cashout limit, etc.), and paid via the chosen cashout method.

We value you as our regular depositor and currently are doing our best to proceed with the cashout. The amount of payout is determined by a number of factors, however, we can assure you that the remaining winnings will eventually be paid out to you."

Additionally, the last "Payment" they made on the 10th has not shown up in my crypto wallet yet, as of the 13th, and they have not replied to my email asking about it.

Dear angelofdebt, how many withdrawals have you received yet? Have you received the one made on January 10th?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello, Yes the Jan 10th one showed up I think 4 days later (11+ days after the withdrawal was requested), they blamed it on 'the blockchain' even though you can see on the blockchain that the transfer wasn't initiated until the 13th.

I cannot tell you how many withdrawals I have received, as I have deposited roughly €45000 with this casino and they have been slowly paying out a win in €500/w increments there have been many payments over the past 8 months.

Like I said, this is the reply they give when you query the slow payments:

"I do understand your feelings, however, according to our Terms & Conditions, each cashout request is reviewed individually and a large amount of cash out may be split into smaller parts depending on various factors (Player Class, membership duration, depositing activity, corresponding cashout limit, etc.), and paid via the chosen cashout method.

We value you as our regular depositor and currently are doing our best to proceed with the cashout. The amount of payout is determined by a number of factors, however, we can assure you that the remaining winnings will eventually be paid out to you."

Thank you very much, angelofdebt, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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 angelofdebt,

I’m sorry to hear about your difficulties with the withdrawal process. I’ll reach out to the casino on your behalf to see how we can help you resolve this issue.

Dear ComicPlay Casino,

I would like to invite you to join this conversation to help resolve the player’s complaint. Could you please provide more information regarding this case? Specifically, I’d like to know the player’s current VIP status and the reasoning behind the limitation of weekly withdrawals to €500, considering your website states a maximum cashout of $2500 per week.

I look forward to your prompt response. If you have any supporting evidence, please feel free to send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Hello,

Thank you for your feedback.

Please be advised that large payments may be divided into smaller amounts and paid out according to the Casino’s payout limits. We would like to clarify that the current payout plan was implemented for the user based on the most recent activity, specifically taking into consideration the fact that the last bet was placed on November 1.

We have been in contact with the customer regarding this matter and have offered to review the payout plan to ensure the winnings will be received at the earliest convenience.

We sincerely hope this addresses your concerns.

Respectfully,

ComicPlay

Of course I'm not still betting at your casino, Why would I when it takes years to get paid out?

Dear ComicPlay Casino, as I understand from the details the player shared, angelofdebt has been withdrawing winnings for 8 months, and the withdrawal limit was set at €500 per week from the very beginning. Please confirm if this is correct. Additionally, could you confirm if the player's account is fully verified and if there are no reviews or checks being conducted at the moment that could be the reason for lower payments?

I have reviewed the terms and the VIP club information on your website, and there's no mention of any connection between the VIP level and withdrawal limits. The VIP club details mainly refer to promotions, and there's no mention of possible withdrawal limits. Since there's no specification on the website, it would be fair if general withdrawal limits were applied to all verified players, regardless of their current activity. As every casino has its own withdrawal limits, we consider €10,000 per month to be a fair minimum that players should be able to receive from any safe casino. It is not acceptable to deliberately prolong the withdrawal process for months or even years until the player receives their winnings in full.

At the start they paid a bit more, I think maybe 800 but once it became apparent to them that I wasn't going to reverse it and lose it all again, like I had many times before, they then reduced the amount down to 500.

They have contacted me a few days ago offering 1k "on the fourth business day" which may mean ~1k ~weekly, or just a one off, I don't know, I just know that I won't be playing there again after this.

Hello,

I have been in contact with a Casino Representative regarding the investigation and can now share additional details. The average approval time for all Customer’s cashout requests is 73 hours. However, please note that this calculation includes 48 hours of weekend time, which is not considered business days and is therefore excluded from the stated approval timeframe on the website (2–3 business days for Bitcoin, but no more than $2500 weekly).

Out of a total of 73 cashout requests, only one was approved on the fourth business day due to technical reasons. The remaining 72 cashouts were processed within the stated 2–3 business day timeframe.

We have reviewed the Customer’s cashout plan to ensure it aligns with the expected winnings distribution flow. The amount has been adjusted to $2,500 per week.

Respectfully,

ComicPlay

I appreciate that, although it would've been nice 8 months ago.

My issue with your payout rate isn't so much that it takes 4-5 days to get paid, so much as you deciding that you'll only dole out a few hundred each time. Additionally your cashier doesn't allow a request to be made now since the weekly limit is made, so users can't request a new cash out until an unknown number of days (7?) has past, which will boost your statistics on payouts, since they can't actually request them until a week has passed, at which point you then presumably take ~4 days to "approve" (does that mean pay?).

It is undeniably too slow to consider viable for any serious players except low rollers and who knows if you might even limit them to €50 a week? or €10?

Thank you for reconsidering the player's case and amending his payout limits in accordance with what is provided on your website, ComicPlay Casino.

Dear angelofdebt, please, let me know if you can submit withdrawal requests in higher amounts after the casino informed us about their decision to adjust the withdrawals for you.

I have requested 2500 on 2/12.

Thank you for the updates, angelofdebt. Hopefully, this payment will be processed soon. Let us know once you receive it and submit the next withdrawal request.

Payment received, can't request next one yet as it gives an error about 1 request per week only.

Hello angelofdebt,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear angelofdebt, could you please update me on how much is left for you to withdraw and how much you have already received?

2292 left, and I think 391 in comp points I'll renew once my balance is $0.

Dear angelofdebt, I will keep this complaint open until you confirm your last withdrawal has been successful. Please keep me informed about any further developments.

Ok I am just waiting for last payments to be made.

thank you

OK that is all paid now, I thank you for your assistance in the matter, wish I'd known about you 9 months ago.

Dear angelofdebt,

Thank you for the updates! I'm glad to hear that your issue has been finally resolved and you received your withdrawal in full. I'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,

Natalia

Casino.Guru