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Dear Casino Guru Team,

I would like to file a complaint regarding a delayed withdrawal.

On 4 March 2026 at 12:59, I requested a withdrawal of €1,500 to my Skrill account. According to the casino’s Terms and Conditions, withdrawals are processed within a maximum of 24 hours. This time limit has now passed.

The casino support team keeps telling me that delays can sometimes occur and that the payment provider may be responsible. However, as shown in my screenshot, the withdrawal is still marked as "Processing."

Another unusual issue is that the withdrawal amount still appears in my account balance. In my experience with many online casinos, the amount normally disappears from the playable balance once a withdrawal request is made.

My account is fully verified, and the support team has already confirmed that all my documents were approved.

I also noticed that other casinos operated by the same company have received complaints about delayed withdrawals within the stated 24-hour timeframe, which raises additional concerns.

I would therefore kindly ask the Casino Guru team for assistance in resolving this matter.

Kind regards 

Cirolino

(and please note that I am living in switzerland, not germany)

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Dear Cirolino2026,

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

Yes, thank you for your explanation. I'm familiar with this from other complaints. However, what I just noticed when I refreshed the casino's website is that my withdrawal has been updated with a new date and time: today, March 6th, at 12:15 PM. I wasn't even online at that time. So the casino is simply changing the time when I supposedly made a withdrawal. Do you find that ethically sound? Or acceptable from a business perspective?

Ja danke für Ihre Erklärung. Das kenne ich ja von anderem Beschwerden. Was ich allerdings gerade gesehen habe, als ich die Seite bei dem Casino aktualisiert habe, dass meine Auszahlung aktualisiert worden ist mit einem neuen Datum und einer neuen Uhrzeit und zwar heute 6. März 12:15 Uhr. Zu diesem Zeitpunkt war ich überhaupt nicht online. Also das Casino macht einfach eine neue Zeit wo ich angeblich eine Auszahlung getätigt haben soll. Finden Sie das ethisch korrekt? Oder im geschäftlichen Sinne?

And now the casino is claiming there was a technical problem with Skrill. That's nonsense.

Und jetzt schreibt das Casino, dass es angeblich eine technische Störung bei Skrill gab. Das ist Blödsinn.

Dear Player and Casino Guru Team,

Thank you for bringing this matter to our attention.

First, we would like to clarify that the timeline may appear confusing because the player’s initial withdrawal request had to be canceled due to a payment-related issue. In order to proceed correctly, the player was asked to initiate a new withdrawal request, which is why two different dates may appear in the account history. The processing time always applies to the active withdrawal request, not to a request that has been canceled and replaced.

Regarding the balance visibility mentioned by the player, we would also like to clarify that on our platform the withdrawal amount is not deducted from the playable balance until the withdrawal has been fully approved. This is a standard system behavior on our website and may differ from other casinos where the balance is locked immediately after a withdrawal request is placed.

Furthermore, it is important to note that the player continued playing after the withdrawal request was submitted, and the available balance on the account has since been fully used in gameplay. As a result, there is currently no remaining balance available for withdrawal.

With regard to the concerns about delays, we would also like to emphasize that withdrawals may occasionally require additional processing time due to routine internal procedures, including compliance checks, security verification, and payment confirmation with our payment service providers. These checks are a standard part of our operations and are necessary to ensure safe and secure transactions for all players. For security and fraud-prevention reasons, the details of these procedures cannot be disclosed.

We want to reassure both the player and Casino Guru that we operate with a 100% payout policy, and all legitimate withdrawals are processed in full accordance with our Terms and Conditions.

Should the player require any further clarification, our support team will be happy to assist.

-The Fiji Casino Team

What they're writing is ridiculous. I requested a payout on March 4th at 12:59 PM, and they themselves state in their terms and conditions and throughout the text that payouts are approved within 24 hours.

Nothing happened on March 5th. Support was completely unable to help me. And today, March 6th, they suddenly said there were problems with the payout and that I should request it again.

The problem was that I couldn't withdraw again, since the first withdrawal was still blocked in your system.

They invented some excuse again for why something wasn't working, and quite frankly, if they advertise a 24-hour payout, then they should stick to it. I wouldn't have minded a one-day delay, but two days?

And their payout policy is a joke. Imagine a player has €1500 in their account and has requested a withdrawal of €1500. The player then continues playing and their balance drops to €1000 while you're approving the withdrawal. As a casino, you then cancel the payout because the player's balance just dropped to €1000 at that precise moment. Two minutes later, the player might have won €1000 more. Then the player has to request the withdrawal again.

I waited two days for it to be correct, or rather 2.5 days, and then, to be honest, I no longer wanted to be misled by you.

I personally visited your casino last time and will write a review about it.

Das was sie schreiben ist lächerlich. Am 4. März um 12:59 Uhr habe ich die Auszahlung beantragt und sie schreiben selbst in ihren AGBs und Verben überall damit das Auszahlungen innerhalb von 24 Stunden genehmigt werden.

Am 5. März ist gar nichts passiert. Der Support konnte mir überhaupt nicht weiterhelfen. Und heute am 6. März hiess es auf einmal, dass das Probleme bei der Auszahlung gab und ich diese bitte noch mal erneut veranlassen sollte.

Das Problem war aber, dass ich nicht noch mal auszahlen konnte, da ja bereits die erste Auszahlung immer noch in Ihrem System blockiert war.

Es wurden wieder irgendwelche Gründe erfunden, warum irgendetwas nicht funktioniert und ganz ehrlich, wenn sie mit einer 24-stündigen Auszahlung werben, dann sollten Sie sich auch dran halten. Ich hätte nichts dagegen gehabt, wenn sich das um einen Tag verzögert, aber um zwei Tage?

Und ihre Auszahlung Politik ist ein Witz. Stellen Sie sich vor ein Spieler hat 1500 € auf dem Spieler Konto und hat eine Auszahlung von 1500 € gemacht. Jetzt spielt der Spieler aber weiter und fällt runter auf 1000 € während sie die Auszahlung genehmigen. Dann brechen Sie als Casino die Auszahlung ab, weil der Spieler genau in der Sekunde gerade mal als Beispiel auf 1000 € runtergefallen ist. 2 Minuten später hat der Spieler aber vielleicht 1000 € mehr gewonnen. Dann muss der Spieler die Auszahlung wieder erneut hinterlegen.

Ich habe zwei Tage gewartet, dass es richtig beziehungsweise 2.5 Tage und hatte dann ehrlich gesagt keine Lust mehr, mich weiterhin von Ihnen hinters Licht führen zu lassen.

Ich persönlich war das letzte Mal bei Ihnen im Casino und werde auch noch eine entsprechende Bewertung darüber schreiben.

Dear Cirolino2026,

Thank you for your response and for sharing your perspective regarding the withdrawal process.

The casino representative has informed us that after the withdrawal request was submitted, additional gameplay took place and the remaining balance on the account was subsequently used during gameplay. As a result, according to the casino, there is currently no balance left available for withdrawal.

Could you please confirm whether this information is correct? Specifically, could you clarify if the funds that were originally intended for withdrawal were eventually played with and if there is currently no remaining balance available in your casino account?

Your confirmation will help us better understand the situation and determine how we can proceed with the complaint.

Thank you in advance for your cooperation.

Karla

Since the casino still refused to process my withdrawal of over €1,500 and kept offering excuses, I finally played through the entire amount. My casino balance is now €0.

However, I would like to ask a fundamental question regarding the payment practice:

How is it possible that an amount I requested for withdrawal remains fully available in my game balance?

For example, if I request a withdrawal of €1,500 at 3:00 PM, but the amount remains in my account balance and I can continue playing, a very problematic situation arises. Let's assume my balance drops to €800 in the meantime, while the casino is trying to process the withdrawal at that exact moment – ​​then the withdrawal would effectively be impossible, even though it was originally requested correctly.

I've been playing at online casinos for over 20 years and have never experienced such a payout practice before. Usually, the withdrawal amount is immediately deducted from the player's balance. In my opinion, this practice psychologically pressures players to continue playing while waiting for a payout – especially if it's delayed for many hours or even days.

Therefore, I request a clear explanation as to why the payout amount is not immediately separated from the balance.

Nachdem das Casino meine Auszahlung über 1.500 € weiterhin nicht bearbeitet hat und stattdessen immer wieder neue Ausreden kamen, habe ich den Betrag schließlich komplett durchgespielt. Mein Kontostand im Casino liegt daher inzwischen bei 0 €.

Ich möchte jedoch eine grundsätzliche Frage zu der Auszahlungspraxis stellen: 

Wie kann es sein, dass ein Betrag, den ich zur Auszahlung beantragt habe, weiterhin vollständig im Spielguthaben verfügbar bleibt?

Wenn ich z. B. um 15:00 Uhr 1.500 € auszahlen lasse, der Betrag aber weiterhin im Guthaben steht und ich damit weiterspielen kann, entsteht eine sehr problematische Situation. Angenommen, mein Guthaben fällt zwischenzeitlich auf 800 €, während das Casino genau in diesem Moment die Auszahlung bearbeiten möchte – dann wäre die Auszahlung faktisch gar nicht möglich, obwohl sie ursprünglich korrekt beantragt wurde.

Ich spiele seit über 20 Jahren in Online-Casinos und habe eine solche Auszahlungspraxis bisher noch nie erlebt. Üblicherweise wird der Auszahlungsbetrag sofort vom Spielguthaben abgezogen. Diese Praxis führt aus meiner Sicht dazu, dass Spieler psychologisch dazu gedrängt werden, weiterzuspielen, während sie auf eine Auszahlung warten – insbesondere wenn sich diese über viele Stunden oder sogar Tage verzögert.

Daher bitte ich um eine klare Erklärung, warum der Auszahlungsbetrag nicht sofort vom Guthaben getrennt wird.

Dear Cirolino2026,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thank you for your message and for sharing your concerns regarding the handling of withdrawals.

We would like to clarify the reasoning behind our platform’s withdrawal and balance procedures. On our website, the amount requested for withdrawal is not deducted from the playable balance until the withdrawal has been fully approved and processed. This is a deliberate design choice and is part of our standard operational procedure.

There are several reasons for this approach:

• Security and Accuracy: Keeping the requested amount in the account until approval ensures that any potential discrepancies, verification issues, or technical problems can be resolved before the funds are locked or moved. This protects both the player and the integrity of the platform.
• System Stability: Automatic deduction of funds at the moment of withdrawal request can sometimes create conflicts if a request needs to be canceled or re-submitted due to technical or payment-related issues. Maintaining the balance until approval allows for smoother handling of such situations.
• Transparency of Available Funds: Players can see their full balance until a withdrawal is approved, which avoids accidental overdrafts or system errors that could occur if funds were immediately removed.

We understand that this practice may differ from other online casinos, where funds are immediately locked once a withdrawal request is made. While our method may appear unusual, it is not intended to pressure players to continue playing, but rather to maintain accuracy, security, and flexibility in the withdrawal process.

Finally, in your specific case, the initial withdrawal request was canceled due to a payment-related issue, and you were asked to submit a new request. Following this, you have continued to play and have used all your real balance, so there is currently no remaining balance available for withdrawal.

We hope this clarifies the rationale behind our withdrawal process. Our priority is always to ensure safe, secure, and accurate transactions for all players.

-The FijiCasino Team

Dear Cirolino2026,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

As I've already written, it makes absolutely no sense that if you've requested a withdrawal of, say, €1500, this money remains in your casino balance for an extended period, allowing you to access it. As I also mentioned above, what would happen if you were playing with it and the finance department decided to release the balance at that very moment? This is the first time in my 20 years of experience with online casinos that I've encountered such a payout policy. In any case, I've played through the money and there's no balance left, and I can only warn everyone against playing at this casino, as they consistently delay withdrawals and simply rip you off.

Wie ich bereits schon geschrieben habe, entspricht es überhaupt keiner Logik, dass, wenn man eine Auszahlung beantragt hat in Höhe von zum Beispiel 1500 €. Dass dieses Geld trotzdem weiterhin auf dem Casino Guthaben ist für einen längeren Zeitraum so dass man darüber verfügen kann. Wie ich bereits auch oben geschrieben habe was wäre wenn man damit spielt und genau in dieser Sekunde die Finanzabteilung sich entscheidet das Guthaben auszuzahlen. Das ist das erste Mal in allen 20 Jahren, die ich in online Casinos kenne, dass so eine Auszahlung Politik in einem Casino stattfindet. Wie auch immer ist es richtig ich habe das Geld runter gespielt und es ist kein Guthaben mehr zur Verfügung und ich kann nur jeden warnen dort bei diesem Casino zu spielen, da es grundsätzlich hinausgezögert wird und man nur verarscht wird.

Dear Cirolino2026, thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Thank you, Karla.