Atefia Casino - Se ha retrasado el pago de las ganancias del jugador.

Hello Casino Guru Team,

I request help with my case:

Casino: Atefia Casino

My username at the casino: [redacted]

Payout amount: EUR 510.00

Date of payment request: 08/09/2026 / 14:10h

Current status: In progress / Processing

Problem:

My payout of €510 has been stuck in "Processing" status since September 8, 2026.

I have contacted the live chat several times. The only response I receive is "forwarded to the relevant department" without any timeframe being given.

A verification / KYC has not been requested so far.

I would like my winnings paid out and then my account permanently closed.

I can send screenshots of the payout history and chat if needed.

Thank you so much for your help.

Best regards

[redacted]

Hallo Casino Guru Team,

ich bitte um Hilfe bei meinem Fall:

Casino: Atefia Casino

Mein Benutzername im Casino: [redacted]

Auszahlungsbetrag: 510,00 EUR

Datum der Auszahlungsanforderung: 08.09.2026 /14:10h

Aktueller Status: In Bearbeitung / Processing

Problem:

Meine Auszahlung über 510€ hängt seit dem 08.09.2026 im Status "In Bearbeitung" fest.

Ich habe mehrfach den Live-Chat kontaktiert. Es kommt immer nur die Aussage "an die Fachabteilung weitergeleitet" ohne einen Zeitrahmen zu nennen.

Eine Verifizierung / KYC wurde bisher nicht angefordert.

Ich möchte bitte meine Gewinne ausbezahlt bekommen und danach mein Konto dauerhaft schließen lassen.

Screenshots vom Auszahlungsverlauf und Chat kann ich bei Bedarf zusenden.

Vielen Dank für eure Hilfe.

Mit freundlichen Grüßen

[redacted]

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.

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If anything seems suspicious, contact us directly.

Stay safe.

Dear User1997,

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

Hello Jean,

Thank you so much for your reply!

No documents have been requested so far. Would you please leave the case open? I will provide feedback as soon as there is any development. If you do not hear from me, please take action after a few days.

Thank you very much.

Regards

Hallo Jean,

vielen dank für die Antwort!

Bis jetzt wurden noch keine Dokumente gefordert, würden sie den Fall bitte offen lassen? Sobald sich etwas tut gebe ich eine Rückmeldung falls keine Rückmeldung von mir kommt bitte ich sie nach einigen Tagen aktiv zu werden.

Ich bedanke mich ganz Herzlich.

MFG

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

Dear User1997,

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,

Jean