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Complaint Regarding Delayed Withdrawal (Withdrawal ID: 85400584)

I am requesting your assistance regarding a withdrawal that has remained pending for an unusually long period.

Casino: StealthBet

Withdrawal Amount: ¥31,745

Withdrawal ID: 85400584

Withdrawal Request Date: July 25, 2026

Timeline

On July 25, 2026, I requested a withdrawal of ¥31,745 to my Vega Wallet account.

Since then, the withdrawal status has continuously remained "Pending."

I have contacted the casino's live support several times regarding this matter.

Initially, I was informed that the withdrawal was under review and that additional verification by the relevant department was required.

I was specifically advised not to cancel the withdrawal request and to wait until the review had been completed.

After I followed up again, support informed me that they would contact the relevant department and that I would be notified as soon as new information became available.

Since that response, I have received no updates, no email, no request for additional documents, and no explanation. The withdrawal still remains pending.

Additional Information

As some time has passed, I cannot accurately remember whether I was using a bonus or Free Spins (FS) at the time. Therefore, I acknowledge that a bonus may have been active.

However, if the delay is related to a bonus or wagering requirements, I have never been provided with any specific explanation regarding the issue. My withdrawal continues to remain under review, and I have not been informed of any additional requirements or actions needed on my part.

To avoid any misunderstanding, this complaint concerns only Withdrawal ID 85400584 (¥31,745). I had another historical withdrawal issue that the casino has already explained, and I am not disputing that matter.

I understand that additional reviews or verification procedures may sometimes take longer than expected. However, more than one week has passed without any clear explanation for the delay or any estimated completion date.

Before contacting Casino Guru, I made every reasonable effort to resolve this matter directly with the casino through multiple live chat conversations. Unfortunately, despite their assurances that they would provide updates, no meaningful progress has been made.

I respectfully request your assistance in contacting the casino, obtaining a clear explanation for the prolonged delay, and helping to ensure that my withdrawal is processed promptly if there are no outstanding issues with my account.

Thank you very much for your time and assistance.

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.

Dear sai1331,

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

Dear sai1331,

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.

Dear Jean,

Thank you for your message.

Unfortunately, there has been no progress.

My withdrawal has not been received, and its status remains "Pending."

Withdrawal ID: 85400584

Amount: ¥31,745

Requested on: July 25, 2026

I have not received any email, any request for additional verification, or any explanation for the continued delay. The casino still states that my withdrawal is under review.

As the recommended waiting period has now passed, I would greatly appreciate your assistance in contacting the casino and helping to resolve this matter.

Thank you very much for your support.

I’m sorry to hear that your withdrawal is still pending. Please allow me to ask you a few questions so I fully understand the situation.

• Could you please confirm whether you have made any successful withdrawals before?
• If you did have successful withdrawals, could you let us know when you made your last successful withdrawal and how long it took to be processed?
• Is your account fully verified?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your reply.

Dear Jean,

Thank you for your message.

Please find my answers below.

Have you made any successful withdrawals before?

Yes, I have successfully withdrawn funds from this casino in the past.

When was your last successful withdrawal, and how long did it take?

My previous withdrawals were usually processed within a few minutes, later within about one hour, and more recently within approximately 12 hours. This is the first withdrawal that has remained pending for such an unusually long period.

Is your account fully verified?

Yes. My account has already been verified. During this withdrawal process, the casino has not requested any additional documents or verification from me.

What is the current status of your withdrawal?

The withdrawal is still marked as Pending in my casino account.

Withdrawal ID: 85400584

Amount: ¥31,745

Requested on: July 25, 2026

I have attached a screenshot showing the current withdrawal status.

Thank you very much for your assistance. I appreciate your help in contacting the casino and clarifying the reason for this prolonged delay.

Kind regards,

sai1331

Thank you very much for your reply, sai1331.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru regarding the delay in the withdrawals? If it’s more convenient, you may also post screenshots here.

I appreciate your assistance.

Dear Jean,

Thank you for your message.

I have sent the requested correspondence to your email address and attached the relevant documents.

Please let me know if you need any additional information.

Thank you very much for your assistance.

Dear sai1331,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucka, (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello sai1331,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

Dear Lucia,

Thank you for your assistance.

I can confirm that I have received the player’s complaint. Kindly allow me some time to raise the matter with our relevant operational departments for a thorough review. Once the review has been completed, I will provide all available information and relevant findings.

Thank you for your cooperation and understanding.

Kind regards,

Mario

Resolution Specialist

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

Dear sai1331,

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,

Lucia