AstroMania Casino - La retirada del jugador se ha retrasado.

A withdrawal of €1500 has been pending for over three weeks. KYC is not currently required, so the account is verified as of now. Support only responds with standard, pre-written messages without a specific date. I suspect this is a delaying tactic.

Auszahlung von 1500€ seit über 3 Wochen offen. KYC wird aktuell nicht verlangt, dementsprechend ist das Konto zum jetzigen Stand verifiziert. Support antwortet nur mit Standard-Textbausteinen ohne konkretes Datum. Ich vermute Verzögerungstaktik.

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Dear Luca1104,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with your delayed withdrawal.

A delay of over three weeks without a clear explanation can indeed be concerning, especially if your account is already verified and no additional documents have been requested.

To better understand your situation, could you please clarify the following:

• Have you made any successful withdrawals from this casino in the past?
• What payment method did you use for the withdrawal?
• Has the casino ever requested any additional verification or documents at any point during this process?
• What is the current status of the withdrawal (pending, processing, or cancelled)?
• Do you still have full access to your account and balance?

Additionally, if you have any communication with the casino (emails, chat transcripts, or screenshots), please feel free to upload them here or forward them to petronela.k@casino.guru so I can review everything in detail.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello

Bank transfer was always used for payouts.

No documents were requested.

The current status of the payment has been "pending" for almost 4 weeks (see attachment).

I have full access.

Regards, Luca Wiedemann

ADDITIONAL INFORMATION:

The casino limits active withdrawals to 3 x 500 € ($1,500 total). Since they have been delaying the first 3 requests for over three weeks, they are effectively blocking me from even requesting the remaining €4,500. This is a predatory tactic to keep a large balance of €6,000 playable and force the player into losing the winnings due to extreme delays.

Hallo

Für die Auszahlung wurde immer Banküberweisung verwendet.

Es wurden keine Dokumente angefordert.

Der aktuelle Stand der Auszahlung ist seit fast 4 Wochen "pending" (siehe Anhang).

Ich habe vollen Zugriff.

LG Luca Wiedemann

ZUSATZ:

The casino limits active withdrawals to 3 x 500 € ($1,500 total). Since they have been delaying the first 3 requests for over three weeks, they are effectively blocking me from even requesting the remaining 4,500 €. This is a predatory tactic to keep a large balance of 6,000 € playable and force the player into losing the winnings due to extreme delays.

Update: I have received the first installment of €500 on my bank account. However, there is still a remaining balance of €5,500. I have just requested the next withdrawal. Please keep this complaint OPEN until the full amount of €6,000 has been paid out, as the casino’s withdrawal limits and previous delays remain a concern.

Thanks in advance

Urgent Update: The casino has marked all three withdrawal requests (€1,500 total) as 'Completed' and sent three confirmation emails. However, after checking my bank account today, only one payment of €500 has been received. The other €1,000 are still missing despite being marked as finished in the casino's system.

It seems the casino is providing false information about the status of the payments to the mediators. I have already contacted my bank, and there are no other incoming transfers. I request the casino to provide the official transaction receipts (ARN or payment proof) for all three transactions immediately.

UPDATE: I HAVE GOTTEN 2 out of 3 from the outstanding withdrawals. The last of the first three outstanding is missing.

Important Correction regarding the missing €500:

I would like to clarify a misunderstanding from my previous update. I have just found the missing €500 payment. It was sent to a different bank account of mine (which I had also used for deposits in the past) instead of the primary account I am currently using.

My apologies for the confusion – the first batch of 3 x €500 has indeed been received in full.

However, I would like to keep the complaint OPEN, as there is still a significant remaining balance. While I am grateful that the payments are now moving faster thanks to your mediation, I will only mark the case as resolved once the final Euro has reached my account. I will continue to request €500 every 24 hours as per the casino's rules.

Hi Luca1104,

Thank you very much for the detailed update and for clarifying the situation regarding the payments — I appreciate it.

I’m glad to hear that the initial €1,500 has now been received in full.

As there is still a remaining balance to be withdrawn, we will keep this complaint open for the time being. Please continue submitting your withdrawal requests as per the casino’s limits.

Kindly keep us updated on any further payments received or if you encounter any additional delays or issues during the process. This will help us monitor the situation and step in if necessary.

I hope the remaining withdrawals will be processed smoothly and without further complications.

Looking forward to more good news.

Update: 5 Days of Silence – Total Stagnation"

It is now Monday, 12:00 PM, and there has been absolutely no progress. My 3 withdrawal requests of €500 each have been stuck in 'Pending' status since last Wednesday (April 22nd).

The casino has stopped the daily payment flow entirely without any explanation or request for additional documents. Furthermore, the system continues to block me from withdrawing the remaining balance of my winnings.

This behavior, combined with the fact that I am still receiving marketing bonuses, is unacceptable. I am requesting the mediators to intervene immediately, as the casino is clearly intentionally delaying the payout of my funds. I expect at least one of the pending withdrawals to be cleared today.

Dear Luca1104,

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, Munya (munya.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.

Dear Luca1104,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from AstroMania Casino to join this conversation and assist in addressing the complaint.

Dear AstroMania Casino,

Could you please provide your comments regarding this situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Update: Unfortunately, the casino has not followed through on its promise. Yesterday, I received an email stating that a 'Head of Department' would contact me today to resolve the matter. It is now Friday late afternoon and I have heard nothing. My remaining withdrawal has been pending since April 22nd(over 1week). It seems the promised priority is just another stalling tactic.

Luca1104

Thank you for the update. I am pleased to hear that you have received part of your payments. Please keep me informed once all your payments have been received.

Regards

To keep you informed: I have already requested the next three withdrawals of €500 each (submitted on Sunday, Monday, and Tuesday).

However, I am currently hitting a limit: The casino only allows 3 pending withdrawals at the same time. This means I still have a final balance of €500 on my account that I cannot request yet. I have to wait for the casino to approve at least one of the 3 pending requests before I can submit the very last one.

I am monitoring the status daily and will submit the final request as soon as the casino clears the queue. I will keep you posted once the next payment arrives.

Luca1104

Thank you very much for the updates. I look forward to further positive updates.

Luca1104

I am delighted to receive such an update. Please, kindly update once you receive all your money. Regards.

I am happy to confirm that the final payment of €500 has arrived today. I have now received the full amount of €6,000. The case is officially resolved from my side. Thank you very much to the team [of AskGamblers / Casino Guru] for your incredible support – without your help, this wouldn't have been possible!

Dear Luca1104,

We're glad to hear that your issue has been resolved. We'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,

Munya Shumba

Casino.Guru