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Hello, I deposited 50 euros, with a 200% bonus, which was 150 euros. I've wagered the bonus in full. According to the terms and conditions, a withdrawal is possible 5 times. That's 750 euros. 500 euros have been waiting for a payout since August 6, 2025. 250 euros are still in my account, which I want to withdraw, but unfortunately, only a 500 euro withdrawal is possible. I ask in the chat every day. I always get the same answer: they can't tell me anything, further investigations are necessary, and they're not allowed to discuss this with me. It's clear that this casino group wants to withhold funds and delay payouts.

Hallo, ich habe 50 Euro eingezahlt mit 200% Bonus waren es 150 Euro. Habe den Bonus vollständig umgesetzt. Und laut AGBs ist eine auszahlung 5x möglich. Das sind 750 Euro. 500 Euro warten schon seid dem 6.08. 25 auf Auszahlung. 250Euro sind noch auf dem Konto, was ich auch auszahlen will, doch ist leider immer nur eine 500 Euro auszahlung möglich. Ich Frage täglich im Chat nach. Bekomme jededoch immer die selbe Antwort, die können mir nix sagen, es sind weiter Untersuchungen erforderlich und die dürfen mit mir nicht darüber diskutieren. Es ist eindeutig das diese Casino Gruppe Gelder einbehalten will und Auszahlungen verzögert.

Dear player,

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

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, do not share any information.

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.

Payouts have already been made. But suddenly it's taking so long. KYC has also been completed. At other casinos in this group, the funds were always confiscated even if the payout took so long. They then changed their terms and conditions at short notice. VPN violations. Suspicious activity, systematic gambling, and other myths. This casino group makes up reasons to avoid paying out funds. This casino group operates criminal structures to swindle funds. This casino group is clearly not interested in paying out funds. This casino group's interest lies in finding the best way to rob players. The more players are ripped off, the more millions of euros the criminals have stolen.

Es wurden schon Auszahlungen durchgeführt. Doch aufeinmal dauert es solange. KYC ist auch durchgeführt. Bei anderen casinos dieser Gruppe wurden die Gelder immer einkassiert, wen die Auszahlung solange gedauert hat. Die haben Dan kurzfristig die AGBs geändert. Vpn Verstoß. Verdächtige Aktivitäten das man mit System Gespielt hat udn andere Märchen. Diese caisno Gruppe denkt sich Sachen aus um Gelder nicht auszuzahlen. Diese Casino Gruppe betreibt krimelle Strukturen um Gelder zu ergaunern. Diese Casino Gruppe ist eindeutig nicht daran interessiert Gelder auszuzahlen. Das Interesse dieser Casino Gruppe liegt darin, wie sie am meisten Spieler beklauen kann. Desto mehr Spieler ihr Geld abgezockt wird, desto mehr Millionen von Euros haben die Verbrecher sich ergaunert.

Payout has been pending for 13 days. And you always get the same answers. Be patient. And the payouts can take longer. Longer is OK, but not 13 days. It looks like this casino group doesn't want to pay out and wants to collect money. This casino group has collected money from me at other casinos belonging to the group. They're making untrue claims. A VPN was never used, and suspicious activity was detected in the games. That's not true either; I was playing normally on my mobile. When will I finally get my money? This whole casino group doesn't want to pay out money!

Auszahlung steht seid 13 Tagen. Und man bekommt immer die selben Antworten. Geduld haben. Und das die Auszahlungen länger dauern können. Länger dauern ok. Aber doch keine 13 Tage. Es sieht wieder so aus, daß diese Casino Gruppe nicht auszahlen will und Geld ein kassieren will, den diese Casino Gruppe, hat bei anderen casinos die zu der Gruppe gehören Gelder von mir einkassiert. Mit Behauptungen die nicht stimmen. Es wurde nie vpn benutzt, es wurden verdächtige Aktivitäten bei Spielen festgestellt. Ist auch nicht wahr, es wurde normal gespielt übers Handy. Wan bekomme ich endlich mein Geld. Diese ganz casino Gruppe, Will Gelder nicht auszahlen!

Dear player,

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.

No, the €500 payout is still pending. And €250 is waiting for the next payout. I asked in the chat today. I always get the same answer: be patient. It looks like they want to collect the money, too.

Nein die Auszahlung von 500 Euro steht immer noch auf ausstehende. Und 250 Euro wartend für die nächste Auszahlung. Habe heute im Chat nachgefragt. Kommt immer die selbe Antwort haben sie Geduld. Es sieht so aus als ob sie das Geld auch einkassiern wollen.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please clarify if the casino allows only one pending withdrawal at a time, or if you are only allowed to request one withdrawal per day?

If it’s the second option, why haven’t you requested the second withdrawal yet?

Have you contacted the casino to check if there is anything else needed regarding your verification?

Could you please specify the exact bonus you received or send me a link to the bonus offer?

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.

The casino only allows one pending withdrawal. I am fully verified. I have already withdrawn money from the casino once. The money arrived, but the withdrawal has been taking three weeks. And after a successful withdrawal from the casino, they started systematically swindling funds from several casinos in the group. After one withdrawal, more withdrawals and money were simply swindled from royalcoal and astrozino. I just want my money, then they can go to hell. I will never play on a group like that again. I will send everything else via email.

Das Casino lässt nur eine ausstehend Auszahlung zu. Ich bin vollständig verifiziert. Ich hab schon einmal bei dem. Casino Geld ausgezahlt. Das Geld kam. Bei mir an, seid dem dauert die Auszahlung. Es läuft schon ie 3 Woche. Und nach einer erfolgreichen Auszahlung bei dem caisno, haben die angefangen Gelder systematisch abzuzocken von mehren Casino der Gruppe. Nach einer Auszahlung wurden mehr Auszahlung und Geld von royalcoal und astrozino einfach abgezockt. Ich will nur mein Geld dann können die mich mal auf so einer Gruppe werde ich nie wieder spiele. Alles weiter schicke ich per Email

This group again. A €500 payout and €250 that were waiting for the next payout were confiscated by the casino. I've never used a VPN, always playing over mobile data or Wi-Fi. The casino and the entire group have rip-off structures. With this payout, I would have been a few hundred euros in the black. This group never lets you make a profit; they make up tricks to rip you off. They're damned scam bastards. I would advise everyone to steer clear of this group. You have to find the owners and take everything from them; they should be homeless. They cheat and lie; the main thing is not to make up the numbers.

Schon wieder bei dieser Gruppe. 500 Euro auszahlung und 250euro die wartend waren für die nächste Auszahlung hat das Casino einkassiert. Ich habe nie vpn benutzt, immer nur über mobiledaten oder WLAN gespielt. Das Casino und die ganze Gruppe hat Abzocker Strukturen. Mit dieser Auszahlung wäre ich paar hundert Euro im Plus. Diese Gruppe lässt einen nie ins Plus kommen die denken sich Sachen aus um Gelder abzuzocken. Das sind verdammte Betrüger schweine ich würde allen raten um diese Gruppe einen weiten Bogen zu machen. Die besitzer muss man finden und ihn alles nehmen, die sollen obdachlos werden. Die betrügen und lügen Hauptsache die Zahlen nicht aus.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Dima8875 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Froggybet Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Authority (complaints@gamingcommission.ca) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter